Complaints Procedure

Making a complaint

We’re so grateful for everything our supporters do, whether that’s donating, volunteering or hosting. So, if for any reason, you’re not happy with us, we want to know. If you’ve got a question, we want to help. And if you think we might have done something wrong, then we want to hear about it.

A complaint is any expression of dissatisfaction, whether justified or not, about any aspect of LATCH’s work.  LATCH takes all complaints seriously and as well as a chance to put things right for the person or organisation that has made the complaint, we will take them as an opportunity to learn and improve for the future.

Our Policy

We value all our service users and supporters and aim to provide excellent customer service and support in everything we do. If we receive a complaint we will do what we can to resolve it as quickly as possible.

If a complaint is received by phone, it may be possible to resolve the matter during the initial call. But if it’s necessary to investigate further, then we’ll inform you of what we will do and when you can expect to hear back from us.

If you make a complaint in writing, you’ll receive a written reply, even if we’ve spoken to you during the course of resolving your concerns.

How to make a complaint

If you wish to make a complaint, please contact Lolly Bell our Project Manager:
Tel:     07399861218
Email:    info@latch-project.co.uk                                                                         Post:       LATCH, URC, 20 Widmore Road, Bromley BR1 1RY

If you are unhappy with our response

If, for whatever reason, you’re unhappy with the outcome of your complaint, you can write to the Chair of Bromley Churches Housing Action at chair@latch-project.co.uk

Again, if it’s necessary to investigate further, then we’ll inform you of what we will do and when you can expect to hear back from us.