Complaints Policy

1. Introduction

We want to know how we’re doing and we welcome your feedback, be it a comment, a compliment or a complaint. We’re passionate about providing a high level of service but we acknowledge that we sometimes get things wrong and we take all complaints very seriously.  Your feedback provides an occasion for us to learn, to strengthen our practices and to improve our future services as well as an opportunity for us to put things right. We will deal with all complaints constructively, impartially and fairly and aim to resolve any issues quickly and effectively.

2. Definition of a complaint

We define a complaint as any expression of dissatisfaction, whether justified or not, about any aspect of The Silver Line, its work, or its suppliers. Anyone wishing to raise a complaint may do so verbally, by phone, by email or in writing. The Silver Line Helpline Tavis House, 1-6 Tavistock Square, London WC1H 9NA. Email: [email protected] Telephone: 020 7224 2020 Please help us in dealing with your complaint by providing us with your details and explaining your concern as clearly and fully as possible.

3. Our complaints process

We will acknowledge receipt of your complaint within 5 working days and where possible, we will aim to provide a full resolution to your concern at the same time. Depending on the nature of your complaint or if you feel that your concern has not been satisfactorily resolved at the first stage, we may need to make further investigations.  In this case, we will advise you who is dealing with the matter and give you an estimate of how soon you can expect a full response. We aim to provide a full resolution of such a complaint within 20 working days. If the complaint relates to a specific individual, that person will be informed and given an opportunity to respond. We hope to resolve any concern or complaint in an open, honest and effective way.  If you are unhappy with the way we have handled your complaint, you can request that the matter be escalated to the charity’s Senior Management Team who will review the complaint and the initial conclusion before responding to you. If you remain dissatisfied with our response, you can contact the Charity Commission for general complaints or the Fundraising Regulator, if your concern is about fundraising. This policy applies to any person who uses our services or any organisation which has a legitimate interest in the work of the Silver Line. e.g. a person who uses the services and/or their agents, volunteers, our providers, our partners, or organisations to which we refer callers. The policy does not apply to members of staff.  There are separate processes for members of staff to use to raise concerns as outlined in the charity’s Staff Handbook.


The complaints procedure will cease if the complainant explicitly indicates an intention to take legal action in respect of the complaint.

4. Confidentiality

All complaint information will be handled sensitively, and made available only to those who need to know and in accordance with any relevant data protection requirements.