Complaints, Suggestions and Compliments 

At Hestia, we aim to provide high quality support for adults and children in crisis.

For us to achieve this we welcome your feedback and really want to hear what you feel we may have done better, so we can learn and continually improve our services for our service users, supporters and our partnerships.

If you have any concerns or suggestions about a particular service please contact them directly, either in person, by phone or by email. In most instances the service or project management team are best places to investigate and respond to you as appropriate. If you do not have the service contact details please get in touch via our Contact Us page

If you would prefer not to contact the service directly you can raise a complaint  or provide feedback by

• Calling Hestia at 020 7378 3100
• Getting in touch via our Contact Us page

Hestia will support you to make a complaint by

• Helping you to access independent advocacy throughout the complaints process
• Following safeguarding policy and procedure to ensure your safety and that of others
• Taking your complaints seriously,
• Following a detailed process with set timescales
• Encouraging you to provide contact details so we can keep you informed of the progress of your complaint and the outcome.
• Treating your complaint anonymously, if you prefer

Hestia’s Complaints Process

Stage One

• Once a complaint is received , we aim to acknowledge this in writing and provide you with details of the next steps within 2 working days
• Depending on the nature of your complaint, the issue may be investigated centrally or passed to the relevant service or senior manager for investigation and resolution
• We aim to conclude our  investigation and respond to you in writing within 10 working days

If you are unhappy with our response you can request that your complaint is taken to the next stage.

Stage Two

• A service manager or senior manager investigates and responds to you in writing within 15 working days (service users ) or 35 days (other complainants)

If, as a non-service user, you are unhappy with our repose to stage two, we will support you with external options for taking your complaint forward.

If, as a service user, you are unhappy with our response to stage two you can request that the complaint is taken to stage three

Stage Three

• A Director of Operations investigates and responds within 25 working days

If we have been unable to resolve your complaint to your satisfaction at this stage we will support you with external options for taking your complaint forward.

Make a complaint

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