Our complaints process

Twins Trust takes complaints very seriously. Please email us for a copy of our complaints policy. 

Principles of Twins Trust's Complaints Procedure

Twins Trust recognises that complaints are an important part of user feedback. All complaints will be investigated fully and fairly. Complaints will be dealt with in confidence.

If the person making the complaint is not happy with the result of the response to their complaint, they will have the right to appeal.

Twins Trust is committed to ensuring that its services are of the highest quality. This procedure enables Twins Trust to respond to complaints in a fair and proper way and to know when and why people are not satisfied with its services, so they can be improved.