If you have a complaint

Gateway to London (GtL) is committed to providing high standards of service to everyone we deal with. Complaints, as well as feedback and suggestions for improvement are welcomed, as they help us to review our service performance and identify where it can be improved. Improvements to service delivery will be implemented by the departmental director where required.

This procedure has been designed by GtL to ensure that fair and effective action is taken when a complaint arises. It is designed to establish the facts of any incident and to seek a solution that is acceptable to all parties involved. The intention will always be to resolve the complaint.

The objective of our procedure is to ensure that there is a simple and clear process for following up a complaint.

Informal complaints
In the first instance, complaints about GtL's service can be dealt with informally. Departmental directors will be happy to discuss any issues with you. He/she will discuss your concerns in confidence, make discreet investigations, and attempt to resolve the matter speedily and fairly. Most complaints can be resolved at this early stage.

If you feel that this would not be appropriate, or remain dissatisfied after this stage, you may make a formal complaint.

Making a formal complaint
Complaints can be made by telephone, fax, post or e-mail.
Telephone:            020 7540 5560
Fax:                     020 7540 5561
E-mail:                  Info@gtlon.co.uk
Post:                    Compressor House, Dockside Road, London, E16 2QD.

Stage 1
On receipt, your complaint will be formally recorded by the departmental director responsible for the relevant area of operation. They will be the person responsible for the handling, investigation and recording of your complaint.

Where the complaint concerns a departmental director, it will be handled by the Chief Executive.

Where the complaint concerns the Chief Executive, it will be handled by the Chair of the Board.

All complaints will be acknowledged within 2 working days, along with notification of the person handling it.

Stage 2
GtL will investigate your complaint and send a written response outlining the outcome and any subsequent actions within 14 calendar days.

Stage 3
If after stage 2 you remain unsatisfied, you may have your complaint referred to the Chief Executive of GtL. In this instance, complainants should write to the person they have been dealing with outlining why they are dissatisfied and what outcome they are seeking, within 10 working days.

The Chief Executive will review the matter and respond directly within 14 calendar days of receipt of the letter.