The South Hampstead & Kilburn community partnership (SHAK) views complaints as an opportunity to learn and improve for the future, as well as a chance to put things right for the person (or organisation) that has made the complaint.

Our policy is:

  • To provide a fair complaints procedure which is clear and easy to use for anyone wishing to make a complaint.
  • To publicise the existence of our complaints procedure so that people know how to contact us to make a complaint.
  • To make sure everyone at SHAK knows what to do if a complaint is received.
  • To make sure all complaints are investigated fairly and in a timely way.
  • To make sure that complaints are, wherever possible, resolved and that relationships are repaired.
  • To gather information which helps us to improve what we do.

What is a Complaint?

It may be a criticism that expects a reply and requires action or changes to be made. It can also be an expression of dissatisfaction with any aspect of SHAK which is under the control of the Charity, its staff or volunteers.

Where Complaints Come From

SHAK would like to sort out any complaint as soon as possible.

Many complaints can be resolved informally. In the first instance contact SHAK and, if you feel able, speak to the member of staff who is working with you or ask to speak to their manager, who will try to sort the matter out.

If you make contact in person or by phone, make a note of the name of the person you speak to. If a solution is offered at this point, make a note of this as well.

If you are not satisfied or do not wish an informal solution, you may pursue a formal complaint.

Write down your complaint and send it:

By Post to:

Linnell Hse,
Ainsworth Way,
London. Nw8 0hs

Or you can email:

John Boyle (SHAK CEO): or

Elena Besussi (SHAK Chair):

Or Tel: 0300 36520003

What will we do on receiving your complaint?

We will listen and record your complaint and advise you how it will be handled.

We will investigate.

We will take action to resolve the problem and tell you what the action is.

We will take steps to avoid a repeat occurrence.

At all times, we will treat you with understanding and respect. All we ask is that you do the same for our staff.

Confidential information in relation to your complaint will be handled sensitively.

We are unable to respond to anonymous complaints or matters for which the charity is not directly responsible.

How long will it take to respond?

We endeavour to respond full and conclusively to all complaints within 10 working days.

You will receive acknowledgement of your complaint within 5 working days of receipt. You will be contacted to make sure that we have understood your complaint properly. You may be interviewed by the person investigating the complaint.

Whenever possible we will deal with it more quickly, if we think it will take longer we will let you know.

Can you take your complaint elsewhere?

If your complaint is related to another area of our work and you do not feel satisfied you can contact The Charity Commission at the address below.

The Charity Commission, PO Box 1227, Liverpool, L69 3UG.

0845 3000 218,


Overall responsibility for this policy and its implementation lies with the board of trustees of SHAK.


This policy is reviewed regularly and updated as required.