Complaints policy

What to do if you are unhappy with any of ERIC's services

ERIC aims to provide high quality services that meet the needs of parents, carers, practitioners and families who contact us whether online, by telephone or in person. These include our dedicated Helpline, training services, fundraising and online shop.

We believe we achieve this most of the time but please let us know if we are not getting it right. We can only improve and maintain our high standards if you let us know how we are doing.

If you are unhappy about any aspect of our services or the conduct of any of our staff or volunteers, please speak to the person concerned straightaway. By raising your concern as soon as it arises, it is easier to clarify any misunderstanding or resolve matters quickly and informally.

Your feedback will be dealt with more swiftly if you are able to contact the right team, please see Contact Us for details.

Making a written complaint

If you are not satisfied with our initial response or wish to raise the matter more formally, please write to the Chief Executive Officer, Juliette Rayner. She can be reached on [email protected] or at ERIC's Registered office: 36 Old School House, Britannia Road, Kingswood, Bristol BS15 8DB.

Please provide as much detail as possible and include your contact details.

All emailed and written complaints will be logged, and you will receive a written or email acknowledgement within three working days. Our aim is to investigate your complaint fully and give you a written reply within ten working days, setting out how the problem will be dealt with.

Depending on the nature of the complaint we may try to speak to you first to resolve your concern as quickly and informally as possible so please provide a contact telephone number and indicate the best time to speak to you.

What happens next?

We will do everything we can to respond to your complaint within 10 working days of acknowledgement. If this is not possible, we will explain why and give a new deadline.

If you are not satisfied with our response, please write to the Chair of Trustees at ERIC’s registered office address (as above) who will decide on any further steps to resolve the situation.

If your complaint is about ERIC’s fundraising and you remain dissatisfied with our final stage reply you can contact the Fundraising Regulator.

Finally, we welcome all feedback, both positive and negative, in order to develop our services even further and help more children and families dealing with continence issues. Please email any feedback to [email protected]

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