Complaints policy & procedure

Policy statement

For people who use our services

Pact is committed to putting the people who use our services first.  If you are unhappy with any of our services we would like to hear what you have to say. Any complaints will be taken seriously. We will treat you honestly and fairly, giving  you help and advice as quickly as we can and keep you informed about what is happening, taking action where appropriate to improve our services to you.

For our supporters and friends

Pact depends on the kindness and generosity of our donors and funders, and on the goodwill of individuals and organisations with whom we work to fulfil our mission. Our ‘Fundraising Promise’ sets out our commitment to fundraising which is legal, open, honest and respectful. We are registered with the Fundraising Regulator. We are accountable. If you think we have failed to meet the highest standards, we would like to hear from you. Any complaints or feedback may be addressed directly to our Supporter Relations team. Contact details can be found on our website. Alternatively you can follow the procedure set out in this policy.

Who this policy applies to

This policy and procedure are intended for the people who use or support our services directly and those organisations and groups with whom we work.


1. How to make a complaint

Every Pact service should display or have available leaflets that include information about how to make a complaint. Pact aims to make the process of complaining as easy and accessible as possible. Complaints can therefore be made in any format including but not exclusively:

If you make a complaint in person to a Pact worker, you should be treated respectfully and professionally. We always want to know if someone is unhappy with the service we have provided or the way they have been treated.  If the Pact worker is unable to deal with your complaint straight away, you will be given the contact details for the Manager of the service or department, if they are not available immediately.

Complaints Process

  • Initially your complaint should be made to the manager of the service or department that you are complaining about. If your complaint is about the manager then your complaint should be made directly to the Head of Service Delivery and Development or appropriate department manager. In all cases Pact staff should provide the contact details.
  • We will acknowledge receipt of the complaint within 5 working days.
  • Your complaint will be investigated and you will receive a response regarding the outcome within 14 days of the complaint being received. If we cannot give you a response within 14 days, we will explain why not and give you an estimate of when we will be able to respond.
  • In all cases the details of the complaint are logged and forwarded to the relevant Head of Service Development and Delivery or department manager as appropriate.

2. If the complaint is not satisfactorily resolved

If you are unhappy with the response to your complaint then your appeal should be sent to the Head of Service Delivery and Development or relevant departmental manager at Pact, 29 Peckham Road London SE5 8UA or by sending an email to If the initial complaint was made to the Head of Service Delivery and Development or departmental manager then the appeal should be sent to the relevant Director at Pact, 29 Peckham Road, London SE5 8UA or by sending an email to

3. Taking action

If it is demonstrated that Pact has made a mistake or failed to achieve the required standards and expectations, we will make every effort to put things right. Practice will be reviewed to see how it can be improved for the future.

Related policies