We welcome your feedback to help improve our services. It’s useful to know when we’re doing something well or where we could be doing something better.

Your feedback helps us to ensure our services are meeting the needs of those we support and enables us to showcase best practice.

You can share your story with us by completing this form.

Wellbeing services

The Retail Trust is committed to delivering a high standard of service to everyone who engages with our services. If you believe we have fallen short of the high standards we set ourselves, you can provide feedback to our head of wellbeing services, using the contact details below:

0808 801 0808 UK | 1800 911 810 ROI

Alternatively, you can write to us at the following address:

Head of Wellbeing Services
Retail Trust
The Form Rooms
Second Floor
22 Tower Street
London
WC2H 9NS

How we will respond:

  • We will acknowledge receipt of your complaint within 48 hours of receiving it.
  • We will treat your complaint seriously.
  • We will seek to resolve your complaint within a maximum of 14 working days. Should we require additional time to conduct our investigations and respond to the concerns raised, we will keep you informed.
  • If you are not satisfied with the outcome of your complaint, you can appeal the decision.

Supported living

The Retail Trust endeavours to provide the best possible service for people and residents who use our services. The organisation recognises every person’s right to make suggestions, raise a low-level concern or a formal complaint. We also welcome compliments about any aspect of the services we provide.

We would, therefore, welcome any suggestions that you or your representative may have regarding how we could improve our services, any compliments when you feel we are performing well or any concerns or complaints that you or your representative may have regarding the service we provide.

Annual complaints performance and service improvement report

Annual self-assessment against the Housing Ombudsman’s complaints handling code

Suggestions, concerns and complaints policy

“The Retail Trust is committed to aligning its complaints handling processes in line with the Housing Ombudsman’s complaint handling code. Following an annual self-assessment, the Trust will present its annual complaints performance and service improvement report to the housing committee which is a sub-committee of the board of trustees. The report will include details of the number of stage one and stage two complaints that have been received, the subjects of the complaints, outcomes of the complaints and involvement of the Housing Ombudsman regarding complaints, where applicable.

“The report will also include any changes that have been made to services or processes following suggestions, concerns or complaints raised. The housing committee will review to ensure the correct processes are followed and that the Trust is taking appropriate action in dealing with suggestions, concerns or complaints. The committee will provide scrutiny and governance of processes where required.” Philip Bell-Brown, trustee and head of housing committee.

If you believe we have fallen short of the high standards we set ourselves, you can provide feedback to the relevant estate manager using the contact details below:

Retail Trust, Hugh Fraser Retirement Estate, Crookfur Road, Glasgow, G77 6JY 
0141 616 3744

Retail Trust, Marshall Estate, Marshall Hall, Marshall Estate, Hammers Lane, London, NW7 4DQ 
020 8358 7280

Retail Trust, Leylands Estate, Eborn House, Broadway, Derby, DE22 1AY 
01332 558 352

Retail Trust, Moores House, Cholmondeley Rd, Salford, M6 8PF 
0161 241 3701 

Retail Trust, Moores House, 5 Walton Village, Liverpool, L4 6XP 
0151 203 6284

Fundraising

The Retail Trust is committed to delivering a high standard of service to everyone who engages with our work. If you believe we have fallen short of the high standards we set ourselves, you can provide feedback using the contact details below:

FAO Fundraising
Retail Trust
The Form Rooms
Second Floor
22 Tower Street
London
WC2H 9NS

How we will respond:

  • We will acknowledge receipt of your complaint.
  • We will treat your complaint seriously.
  • We will seek to resolve your complaint within a maximum of 14 working days. Should we require additional time to conduct our investigations and respond to the concerns raised, we will keep you informed.
  • If you are not satisfied with the outcome of your complaint, you can appeal the decision.

What happens next?

If your complaint is about the Retail Trust’s fundraising and you are unsatisfied with the charity’s response, you can escalate your complaint to the Fundraising Regulator. The Retail Trust is a member of the Fundraising Regulator and agrees to fundraise in accordance with the  Code of Fundraising Practice and our fundraising promise.