Greater Manchester

We operate across all ten boroughs of Greater Manchester out of four offices; Trafford, Rochdale, Tameside & Wigan.

For general enquiries please email greatermanchester@groundwork.org.uk or call our Trafford office switchboard. For complaints please scroll to the bottom of this page.

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Trafford office

Tel: 0161 220 1000

Company Registration No. 6543150

Charity Registration No. 1124508

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Rochdale office

Tel: 0161 624 1444

Company Registration No. 6543150

Charity Registration No. 1124508

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Tameside office

Tel: 0161 220 1000

Company Registration No. 6543150

Charity Registration No. 1124508

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Wigan office

Tel: 01942 821444

Charity Registration No. 514727

Company Registration No. 1764848

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Complaints process

Our commitment to customers:

We aim to ensure that:

• Making a complaint is as easy as possible
• We treat your complaint seriously
• We deal with your complaint promptly and in confidence
• We learn from complaints and use them to review and improve our service

What is a complaint? A complaint is when you tell us you are not happy about the service we provide. It can be about anything and could include:

• When we do not deliver a service on time
• When we give you the wrong information
• When you receive a poor quality service
• When you have a problem with a member of staff

How to make a complaint: If you wish to make a complaint you can contact our Skills and Quality Manager and ask for a complaint form in any of the ways listed below:

• By email to evelyn.brookfield@groundwork.org.uk
• In writing to Skills and Quality Manager, The Ecology Park, Lake Road, Manchester M17 1TU
• By phone to our Skills and Quality Manager on 0161 220 1000

Response times: When you have returned your completed complaint form we will acknowledge receipt of your complaint within 5 working days. Your complaint will be fully investigated and a response issued within 10 working days. If there is a delay in responding we will keep you informed of our progress.

Appeals: If you are unhappy with the response you can write to the Chair of our Board in an envelope marked “confidential”, at the following address: c/o Trafford Ecology Park, Lake Road, Manchester M17 1TU, or you can contact the Skills and Quality Manager as above.

If you feel that there is a serious risk of significant harm to or abuse of the charity, its assets, beneficiaries or reputation, you can contact The Charity Commission at: Charity Commission Direct PO Box 1227 Liverpool L69 3UG Tel: 0845 300 0219 or email via www.charitycomission.gov.uk

The Charity Commission will not normally investigate a complaint unless an internal complaints procedure has been exhausted.

A full copy of our Complaints Policy is available on request.