We want to provide a professional and high quality service. One of the ways in which we can continue to improve our service is by listening and responding to the views of our clients.
Our commitment to you
We aim to:
- make it easy for you to raise a complaint
- treat your complaint seriously
- deal with your complaint promptly and politely
- explain what happened and apologise where we have got things wrong
- learn from complaints and use them to improve our services
Before you make a complaint
This procedure covers most SHG services. It does not cover:
- hospital services, which follow a separate procedure
- police complaints, which follow the Police Service Ordinance
- complaints by SHG staff about managers or colleagues, which should be handled through the Code of Management procedures
When to make a complaint
You should make your complaint as soon as possible. Ideally, this should be within one month of the issue.
Your rights
When you make a complaint, you have the right to:
- have your complaint handled confidentially, as far as possible
- be kept informed about the progress of your complaint
- receive an apology where we have got things wrong
- be told about any action taken in response to your complaint, where appropriate
How to make a complaint
You can make a complaint by form, email, telephone or in person.
Please include:
- your name and contact details
- what happened
- when and where it happened
- which service your complaint is about
- any documents or information that may help us look into it
- what outcome you are hoping for
Send you complaint to:
Linda Benjamin
Information and Research Support Officer
Central Support Service
The Castle
Jamestown
Telephone: + (290) 25252
Email: customer.relations@sainthelena.gov.sh
What happens next?
All complaints are logged.
We aim to acknowledge your complaint within three working days. We aim to send you a fuller response within 10 working days.
We may contact you if we need more information while we are looking into your complaint.
If you are not satisfied with the response
Stage 2
If you do not receive a response, or you are unhappy with the outcome, you can make a Stage 2 complaint using the SHG Complaints Form – Stage 2 and 3.
Stage 3
If you are still unhappy, you can ask for a Stage 3 review by sending the same form to the Chief Secretary.
Anonymous Complaints
Anonymous complaints may be accepted. However, if you do not provide contact details, we will not be able to respond to you.
Help with making a complaint
You can ask a Councillor, Lay Advocate or the Public Solicitor for advice or help with making a complaint.