Your feedback is important to us
TimeBank aims to provide the highest possible quality of service and support to people that want to volunteer. However, sometimes we get it wrong and we need your feedback to be able to improve the service we offer.
Comments and Feedback about TimeBank
If you have any criticisms, concerns, complaints or even compliments, or would simply like to suggest a way in which our services could be improved, please let us know. Your feedback helps us make any necessary changes and prevents mistakes happening in the future.
Contact us
- Email us on feedback@timebank.org.uk
- Call our helpline 0845 456 1668
- Send a fax to 0845 456 1669
- Write to:
Jamie Le Grice
Volunteer Support Officer
TimeBank
CAN Mezzanine
No. 1 London Bridge
London, SE1 9BG
What happens when you complain
We will log your complaint/feedback and you will hear back from us:
- Immediately or on the same day by phone
- Within 2 working days by email
- Within 5 working days on receipt of your letter
If you have a complaint we will refer it to the relevant staff member to be investigated and resolved. You will be given the name of the staff member dealing with the complaint and when they will next contact you either with a proposed resolution or update. It may be necessary for staff to contact you for further information during the course of the investigation.
If for any reason you are unhappy with the response to your complaint, you can contact the Chief Executive.
The Chief Executive will personally investigate your complaint and respond within 28 working days. You can contact TimeBank's Chief Executive in these ways:
- Email: chiefexecutive@timebank.org.uk
- Call: 020 7785 6362
- Fax: 0845 456 1669
- Write to:
Helen Walker
TimeBank
CAN Mezzanine
No. 1 London Bridge
London, SE1 9BG
What do we do with complaints and compliments?
The management team will review feedback on a quarterly basis. We want to ensure that lessons are learned and used to improve what we do.
- Summary of complaints, compliments and feedback for second quarter 2009
- Summary of complaints, compliments and feedback for third quarter 2009
Need any help?
If you would like further information about any aspect of our complaints procedure, or need any assistance in making a complaint, please contact TimeBank at the details listed above.