Complaints Policy

The St Vincent de Paul Society is committed to providing a quality service for its clients and working in an open and accountable way that builds the trust and respect of all our stakeholders.

Our Commitment

One of the ways in which we can continue to improve our service is by listening and responding to the views of our clients and stakeholders, and in particular by responding positively to complaints, and by putting mistakes right.

How to Make a Complaint

Step 1: Contact SVP Southend Directly

In the first instance, if you have a complaint about your embroidery order, please contact us directly:

SVP Southend Embroidery Services
St Vincent's Centre, Southend
Unit 9, Victoria Business Park
Short Street, Southend SS2 5BY
Email: Nesperm@svp.org.uk
Phone: 07549 128877 / 01702 592980

We will try to resolve your issue informally and as quickly as possible.

Step 2: Formal Complaint to SVP National Office

If you are unable to resolve the issue informally, you should write to SVP National Office who will direct your complaint to the appropriate place.

In your letter you should set out:
  • The details of your complaint
  • The consequences for you as a result
  • The remedy you are seeking
St Vincent de Paul Society
Allenby House
Rees Way
Bradford BD3 0DZ
Email: matthews@svp.org.uk

What to Expect

Acknowledgement

You can expect your complaint to be acknowledged within 5 working days of receipt.

Response

You should get a response and an explanation within 20 working days.

For the full SVP Complaints Policy, please visit: www.svp.org.uk/complaints-policy

Last updated: December 2024