Compliments, complaints and comments

The Eddystone Trust is committed to providing a high level of service across all of our areas of work and we welcome your feedback, this could be in the form of a compliment or a complaint, or a suggestion as to how we can change things – the easiest way to communicate is via

As an organisation we accept that we don’t get things right 100% of the time, and in such instances we know how important it is for you to be heard, so if you feel that you have had an experience where you feel we could have done better and would like to raise a complaint this is the process

Step 1: informal stage

If you are unhappy with a service, member of staff or anything related to the work we undertake as a charity then please contact us via or call 0800 328 3508. Our team will make sure your complaint is dealt with by the appropriate people and we will aim to resolve all complaints in a timely manner.

Step 2: formal stage

If you are not happy with how our staff have handled your initial complaint then you should submit a written complaint giving as much detail as you can to the Chief Executive. You can do this either via email or in the post to FAO Chief Executive, The Eddystone Trust, The Clay Factory, Redlake Industrial Estate, Ivybridge, Devon, PL21 0EZ.

We will contact you to outline our response to the complaint, response time and any action that we can share that may arise as a result of the complaint (this is governed by confidentiality and data protection rules)

So please contact us if wish to give us feedback positive, negative or neutral on how we’re doing!