Feedback and Complaints

Feedback and complaints

At Ixion, part of Shaw Trust, we always look at ways to improve our service to you. If you need to raise a concern or would like to provide us with a suggestion or compliment, below you will find details on how to contact us and how your feedback will be handled.

How to contact us

By phone: 01245 505 630

By email:  CustomerCare@shaw-trust.org.uk

By post: Halford House, 2nd Floor, Coval Lane, Chelmsford, Essex. CM1 1TD

Complaint stages

Your complaint will be investigated by the immediate line manager located in your area, who will acknowledge your complaint within 2 working days. They will log your complaint in our systems and conduct a full investigation. The Manager will work to achieve a resolution by telephone or a face-to-face interaction to discuss the concerns raised within 5 working days, to confirm any agreed actions and the resolution reached. The Manager will then write to you to confirm the resolution in within 10 working days of the discussion. If you would like to take your complaint further it will move on to stage 2.

Your complaint will be escalated to the appropriate Senior Manager to investigate any remaining concerns. They will send you a written response within 10 working days. If we receive no further correspondence from you within one calendar month, the complaint is considered as closed.

If you remain unhappy, your complaint will be escalated to the Operational Support Service managed by the Group Head of Customer Insight and Experience. The Operational Support Service will carry out an independent review and work in collaboration with the Operations Director, to inform and improve. The Operations Director will inform our Trustees where appropriate. The Operational Support Service or Group Head of Customer Insight and Experience will provide you with a formal written response within 10 working days, detailing the findings and outcome, and any suggested resolution.

Compliments and Suggestions

Your feedback is important to us and we always welcome any suggestions or compliments. If you would like a response to your suggestion or feedback please let us know and we will respond within 10 working days.
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