Complaints Policy

The St Vincent de Paul Society is committed to providing a quality service for its clients and working in an open and accountable way that builds the trust and respect of all our stakeholders.

One of the ways in which we can continue to improve our service is by listening and responding to the views of our clients and stakeholders, and in particular by responding positively to complaints, and by putting mistakes right. In the first instance, if you are unable to resolve the issue informally, you should write to SVP National Office who will direct your complaint to the appropriate place. In your letter you should set out the details of your complaint, the consequences for you as a result, and the remedy you are seeking.  You can expect your complaint to be acknowledged within 5 working days of receipt. You should get a response and an explanation within 20 working days. 

Please send your complaint to: SVP National Office, Romero House, 55 Westminster Bridge Road, London SE1 7JB or E-mail to