Member complaints and information


We hope you never have to complain, but occasionally things do go wrong, and when they do, the RCSLT will make every effort to ensure that we deal with the issue promptly and efficiently. The Member Complaints Policy, which has recently been approved by the Board, sets out the key principles to which the RCSLT will adhere in dealing with members’ issues.


What is a complaint?

A complaint is when you tell us that you are not happy with something the RCSLT has done or failed to do. This includes services supplied by RCSLT staff or organisations acting on behalf of the RCSLT and can be anything from a specific action taken by a person, to the RCSLT failing to comply with its charitable objects or mission.


Who can complain?

You, or someone acting with your written consent, can make a complaint about the actions or decisions of the RCSLT that affect you as a member. Complaints can also be made about the actions or decisions of someone acting on behalf of the RCSLT that affect you as a member, for example a solicitor or other contractor.


What is the time limit for making a complaint?

You should normally complain within three months of the event(s) concerned or within three months of becoming aware that you have something to complain about.


How to make a complaint

We encourage you to raise your concerns as soon as possible with the person responsible in the first instance. Experience tells us that when someone is unhappy with something and wants to register it, this is best dealt with by those directly involved. This way, misunderstandings can be corrected and if actions need to be taken these can happen speedily and directly at the point of delivery. Your complaint should, therefore, be made in the first instance to the member of staff providing the service or facility. A record of the complaint will be made to learn from it in the future. You can complain verbally, either face-to-face or over the phone, in writing or via email. If you are unsure of the staff member’s name or contact details please call RCSLT for this information on 020 7378 1200.

If you feel the complaint is of a more serious nature, or that your complaint has not been dealt with satisfactorily please email the RCSLT CEO:

If your complaint should be about the CEO or a trustee, please see the full complaints procedure and follow the procedure within it.


Complaint principles

In all cases, we will adhere to the following complaint principles:


  • The complaint will be recorded
  • The member will be sent an email response within two working days stating their complaint (or if they do not have email, a letter will be despatched by first class post within two working days of receipt of complaint)
  • The response will state a named member of staff, and their contact details, who is dealing with the complaint
  • The response will state when the member may expect to hear resolution of or further progress on their complaint
  • Performance of handling member issues will be reported to the Board of Trustees quarterly.


In normal course, the RCSLT’s target will be to provide resolution of a member’s issue within 20 working days. Where this is not possible, we will keep the member informed regularly of progress. You may be invited to provide a written statement to clarify your complaint or to attend an investigatory hearing.

Website design and development by Premier IT