Shaw Trust Work and Health

Complaint Procedure
At Shaw Trust we always look at ways to improve our service to you. If
you need to raise a concern with us, below you will find details on how to
contact us and how your complaint will be handled.

How to contact us with your complaint:

0300 30 33 117 Freepost RTSL-AZSL-XSLA
stfeedback@shaw-trust.org.uk Shaw Trust, 3rd Floor, 10 Victoria St
www.shaw-trust.org.uk/stfeedback Bristol BS1 6BN

Our Customer Care team will send you an acknowledgement of your complaint within 2 working days.

Stage 1 and would like to take your If you remain unhappy with
Your complaint will be complaint further then how Shaw Trust has handled
investigated by an Area please contact our Customer your complaint, you can
Manager who will conduct a Care team in writing, within contact the Independent Case
full investigation and respond 10 working days of our Examiner’s Office (ICE) to ask
in 5 working days. If you are last response to you. Your for a review. You must contact
still unhappy and would like complaint will then be taken to them within six months of
to take your complaint further Stage 3. your final response. Please
then please contact our note that ICE may not proceed
Customer Care team in writing, with a review until Shaw Trust
within 10 working days of our
Stage 3 has provided a STAGE 3 final
last response to you. Your (Final stage of the response.
complaint will then be taken to complaint procedure)
Stage 2. Your complaint will be passed ICE can be contacted at:
to our Head of Work & Health Independent Case
Programme. They will review Examiner’s Office,
Stage 2 and investigate how your PO Box 209,
Your complaint will be complaint has been handled Bootle L20 7WA
investigated by the next
and will send you their
Operations Manager who
response within 10 working 0800 414 8529
will review your complaint
days. ice@dwp.gsi.gov.uk
and respond in 10 working
days. If you remain unhappy, www.ind-case-exam.org.uk

WHP Complaint Procedures - V2018 August

A Company Limited by Guarantee. Registered office: Shaw Trust, 3rd Floor, 10 Victoria Street, Bristol BS1 6BN. This programme is co-financed by the European Social Fund
Registered charity no. England and Wales: 287785, Scotland: SC039856