Comments and Complaints Procedure

We encourage comments and complaints from those who use our services. If we make a mistake, we want to know about it so we can put things right. We also want to know what we are doing right.


We welcome your comments. Telling us when things go well and giving us your suggestion can help to improve our services.

If I’m unhappy with Richmond AID, what do I do?

Tell a member of staff or a volunteer what you want to complain about. Please give details. We will let you know we have received your complaint within five working days. A member of staff will check your complaint and reply to you within ten working days.

How can I appeal?

If you are still not satisfied with our response and our actions to resolve your complaint please put the matter in writing to the Chair of Trustees. The Chair of Trustees will appoint a Trustee to investigate the complaint. He or she will let you know we have received your appeal within seven working days and produce a written report within twenty five working days.

What happens then?

If you feel the issue is still not resolved you can appeal. Richmond AID may decide to close the matter or may decide the matter would benefit from a third party being involved. If the matter is serious then Richmond AID will hold an official hearing which may involve legal representatives.

Getting help to make a comment or complaint

You can get help from a member of staff or a volunteer if you need it. You can have a friend, relative or someone from an organisation to help you make your complaint and be with you at any meeting we have with you.

If you need an interpreter or need information translated into sign language, in Braille, on audio tape or in a electronic format, please tell us when you first make your complaint so we can arrange this.

What will you do with the information I provide?

Richmond AID respects your privacy and will make sure that it protects your personal information. Any personal information that you give as part of your complaint will be only used by Richmond AID to:

  • help address and resolve your concerns;
  • Improve our services.

Making a Complaint

If you have any comments or complaints you can:

Send an email to Lucy Byrne, Chief Executive, at

You can call Lucy on 020 8831 6077 or write to:

Chief Executive
Disability Action & Advice Centre
4 Waldegrave Road
TW11 8HT

Alternatively, you can download and print our leaflet then drop it off anonymously if you prefer:

Comments and Complaints Leaflet (.pdf)