Complaints Procedure

The following complaints procedure is provided to all customers / tenants at the Macari Centre:

If you have any complaints regarding your stay at the Macari Centre you should immediately speak to a member of staff, they will record and deal with the complaint(s).

If you are not satisfied, you should contact the Macari Centre Manager who will normally respond within 5 working days.

If you are still not satisfied, or your complaint is sufficiently serious, you may put your complaint in writing to the Chair of the Board of Trustees for the Macari Foundation. This will ensure your complaint is fully investigated and you will be notified of the outcome normally within 15 working days. At any stage in the complaints procedure a representative may accompany you.

Should you feel, following a complaint to the Chair of the Board of Trustees, that your complaint has still not been dealt with to your satisfaction, the next course of action will be to contact the Citizen’s Advice Bureau who may be able to provide impartial and informed advice, including taking any legal action.