How to complain What to do if you wish to make a complaint The SmithMartin Partnership is committed to providing good quality services to its clients and their service users. In every relationship or complex piece of work we recognise that things can go wrong or that conflicting interests can emerge. This policy statement is about how we deal with these matters to the satisfaction of all parties. No complaint, formally made, is seen as trivial and we will take action immediately to resolve issues straight away, if we can. Deal with the issues locally and informally in the first instance. Often talking to our partner or associate on the ground, informally, can be the best way to share information and put things right. If you are still worried or concerned, speak to your organisational line manager – get them share the problem with our consultant. If this does not resolve the issue and the complaint becomes formal, you may use the information below to contact us by telephone, letter, email or fax. A SmithMartin managing partner will acknowledge your written complaint formally within three days of receipt. This partner will arrange for the matter to be investigated – engaging with all the relevant parties with tact and discretion. We will formally issue a response and details of actions being taken within three weeks of the complaint being received. If this response does not fully satisfy the complaint you may make representations to outside agencies to pursue the matter. SmithMartin, its partners and associates will cooperate fully in this process. The aim of our policy is to deliver successful, supportive and effective work to all the organisations we engage with. You may write in the first instance to The Partners at SmithMartin Partnership LLP 483 Green Lanes, London, N13 4BS. Tel  020 7193 7905   Fax. 020 7900 2024 office @ smithmartinpartnership.com