Complaints Procedure

Dyslexia Action tries to deliver a professional, caring and courteous service to all our clients at all times.

If you feel we have not lived up to this promise or if you feel we can improve or enhance our existing services we would like to hear from you.

We aim to ensure that:

we treat your complaint seriously

we deal with your complaint promptly and in confidence

we explain what happened and put it right where possible

we learn from complaints and use them to review and improve our service

Stage oneIf you are dissatisfied with some aspect of our service, please express this to the person with whom you are dealing who will try to help. If you prefer, please ask to speak to a manager who will also try to help as we aim to resolve all difficulties as quickly and efficiently as possible.

Stage twoIf the first response is not satisfactory, you can write to or email the Complaints Officer at head office. We will investigate further and you will receive a response within 10 working days from when we receive your letter or email.

The address to write to is: The Complaints Officer, Dyslexia Action, Park House, Wick Road, Egham, Surrey, TW20 0HH or email complaintsofficer@dyslexiaaction.org.uk

Stage threeIf the second response is not satisfactory, you can then write to or email the CEO of the organisation. The CEO will look into your case and make a detailed investigation. Again you will receive a response within 10 working days from when we receive your letter.

The address to write to is: The CEO, Dyslexia Action, Park House, Wick Road, Egham, Surrey, TW20 0HH or email complaints@dyslexiaaction.org.uk

If you feel unable to make your complaint in writing, you are invited to e-mail the Complaints Officer with your contact details.

Dyslexia Action will contact you as soon as possible to provide you with an alternative opportunity to make your complaint.