The staff at Jimmy’s will work hard to make you feel welcome, comfortable and supported during your stay. They have a difficult job to balance the needs of each individual with those of everyone else at the shelter. Please consider this before you complain.
If, however, you are still dissatisfied with any aspect of the service, please follow Jimmy’s complaints procedure:
In the first instance address your complaint to the project worker's) on duty who will do their best to resolve the issue.
Ask the Project Worker to discuss the matter with the Manager
If you remain dissatisfied you may wish to make a formal complaint, in writing, to the Manager.
The Manager will then consider the complaint. Depending on the nature of the complaint, and any investigation that may follow, the Manager will decide what action to take and will inform you of any decisions made.
If you are not satisfied by the response of the Manager, you may wish to bring your
complaint, in writing, before the Chair of the Board of Trustees.
Finally, if all these steps have been taken
without a resolution to the problem, you may discuss it with members of the Board of Trustees whose decision is final.
