Gratitude’s Complaint Procedure

At Gratitude we aspire to do the best we can to serve you. Should you happen to be unsatisfied and feel you need to make a complaint the principle assigned to deal with complaints is:

John Carlisle
Old Library Building
161 Elstree way


Registered Charity Number: 1175838

Step-by-step complaints procedure

If you’re not completely happy with our service we’d like to hear about it so we can do something to put it right.
We do everything we can to make sure our service users get the best products and service possible. However, sometimes we may not get things right the first time. When that happens, we want you to tell us what went wrong so we can put matters right.
We want to:

  • Make it easy for you to tell us what went wrong;
  • Give your complaint the attention it deserves;
  • Resolve your complaint fairly without delay; and
  • Make sure you are satisfied with how your complaint was resolved

How and where to complain

If you are not satisfied with any aspect of our service or products you can tell us about your complaint in the following ways:

  • In writing – write to us and address your letter to the Lead Trustee.
  • By email – use the email address shown.

How long will it take?

We aim to resolve your complaint straight away but if we can’t, then we will write to you within three business days to tell you:

  • Why we have not resolved your complaint;
  • Who is dealing with your complaint;
  • and When we will contact you again.

We will aim to resolve your complaint quickly but it may take longer if it is complex. We will keep you informed on a regular basis but if you need an update please email us.

If we cannot reach agreement with you?

If we can’t agree a solution with you within eight weeks, we will:

Send a letter giving our reasons for the delay and an indication of when we expect to provide a final decision.


Issue our final decision letter which will explain our final position.

Complain about a charity

Our aim is to resolve all complaints internally. However, if after receiving our final decision letter, or if eight weeks have passed (this is sometimes referred to as the “eight-week rule”), you may have the right to refer your complaint to the Charity Commission (CC). The eight weeks start from the date a complaint is received anywhere in our business. Their contact details are shown below. Please note: Only complaints relating to reporting serious incidents should be referred to CC.

Complain about a charity

Charity Commision complaint procedure

If you are not satisfied with any aspect of our service or products, please tell us about your complaint.
Email: info@gratitude.charity
John Carlisle