Complaints

Alzheimer's Society is committed to providing the highest possible quality of service and support to all of our clients, members and supporters. However, sometimes things do go wrong, and we can use the constructive criticism we receive to improve the ways we work. If you have any criticisms, concerns or complaints about Alzheimer's Society services - or if you would simply like to suggest a way in which our services could be improved - please let us know so that we can make any necessary changes and prevent mistakes happening in the future.

What if my feedback is about the service run by my local Alzheimer's Society?

All local services are required to have a complaints procedure. In the first instance, you should direct your complaint to the services manager.

You can find contact details of all our services on the local information page of this website.

However, if you do not feel that the matter is being dealt with appropriately, you can also refer the matter to the chief executive.

How to complain

If something goes wrong, your first course of action should be to raise the problem informally with the service or person concerned. They will often be able to put things right very quickly and simply.

However, if you do not feel comfortable doing this, you can make a more formal complaint, by taking the simple steps outlined below.

The central complaints process is administered through the office of the chief executive, who is ultimately responsible for all complaints received at the Society.

Online

You can register your complaint or suggestion online, simply by completing our feedback form. The information you provide will be sent directly through to the Chief Executive's office.

By post

Alternatively you can send your complaint by post to:

Chief Executive
Alzheimer's Society
Devon House
58 St Katharine's Way,
London,
E1W 1JX

Telephone: 020 7423 3500
Fax: 020 7423 3501

What to include in your complaint

You should state clearly and briefly:

What went wrong
When and where it happened
Who was involved
What you want from your complaint
Your name, address and contact details (telephone and/or email).

What happens when you complain

When a complaint is received in the chief executive's office it is first logged, and acknowledged by the chief executive. Depending on the nature of your complaint, the chief executive may choose to respond personally, or he may refer the complaint on to another senior director who will investigate the complaint and respond.

It may be necessary for staff to contact you for further information during the course of the investigation, so please do remember to include full contact details with your complaint.

All complaints will be treated with an appropriate degree of confidentiality, and information will only be shared with staff as necessary to the investigation.

The values and operating principles that govern all of our work also apply to the manner in which we handle complaints. Consequently you have the right to expect: