Complaints Procedure


Complaints Procedure

This document explains how Conviction will accept, record, investigate and resolve complaints made about its services.

Standards of Service

Conviction aims to provide all its clients with the highest standards of service and service user care. If we fail to provide this to you, we need you to inform us so we can try to resolve any problems. We will also learn from them so that we can improve our service.

How to make a complaint

Conviction will always try to provide you with an opportunity to tell us of your concerns and will work with you to try to resolve them.

  • · If you are not satisfied with any aspect of our service you may initially want to discuss this with your caseworker, to see if the matter can be resolved quickly.

  • · If you have spoken to your caseworker or if you do not wish to discuss your concerns with them, you may wish to make a formal complaint. You can make your complaint either verbally or in writing to Robert Smith, who is the Complaints Officer at Conviction.

Robert Smith can be contacted at Lower Ground Floor, 40 Bloomsbury Way, London, WC1A 2SE | Email:

Robert Smith is responsible for handling complaints in relation to advice and services provided by Conviction.

What Happens Next

  • · Robert Smith will acknowledge your complaint within (10 days) of receiving it.
  • · Conviction will investigate and provide you with a response to your complaint within 28 working days of our receipt of your complaint. If we have to change the time-scale for any reason, we will let you know and explain why.

Conviction will keep details of your complaint in a central register. We will also create a separate file or section in your case file in order to record details of the complaint, our investigation and Conviction’s response to your complaint.


Your complaint will be investigated in the following way:

  1. Robert Smith will ask the Conviction caseworker working on your case to provide their response to your complaint.
  2. Robert Smith will consider the caseworker’s response, the information provided in the complaint and any other relevant material (such as the contents of your case file).
  3. Robert Smith will then prepare a written response, which will be sent to you. This response will set out the findings of the complaint investigation as well as any suggestions for resolving the matter.
  4. If you consider taking legal action against Conviction, we confirm we have Professional Indemnity Insurance to meet any relevant claims.
  5. Please note that if you are not satisfied with our response to your complaint or if you do not wish to complain direct to Conviction, you may at any time seek independent legal advice.

This policy document was last reviewed on 24th February 2019. Any enquiries can be directed to our complaints officer directly via any of the above contact details.


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