Complaints Procedure

If you want to make a formal complaint about any of our activities or services (listed below), please complete the Feedback & Complaints form here or write to us at: Stamma, 15 Old Ford Road, London E2 9PJ. We will acknowledge your complaint within three working days of receiving it. 

The CEO will investigate your complaint confidentially, working with the relevant member of staff, and respond within 28 days. The Chair will also receive a copy of your complaint. In instances where it is not appropriate for the CEO to review your complaint, it will be reviewed by the Chair and Vice Chair. 

Escalating your complaint

If you are dissatisfied with our response there are two escalation stages:

Stage 1

If you are unhappy with our findings then you may appeal to our Board of Trustees. Details of how to do that will be included within the response email. The Board will appoint at least two Trustees to review the decision and report back to you within 28 days. 

Stage 2

If you are still dissatisfied with our response you can contact the Charity Commission (0845 300 0218) or the Office of the Scottish Charity Regulator (01382 220446) for advice.

We will keep your personal details safe and won’t share them with any other organisations. For full details on how we collect, use and store your personal information, please see our Privacy Policy.

Our activities & services

Stamma.org

Stamma strives to provide high-quality information, signposting and support. On this website we aim to provide unbiased information about a variety of support services, therapies, interventions and tools to help people who stammer find the support they want. 

We aim to be neutral but may feature articles written by people who have first-hand experience of a therapy, intervention or technique. In such cases we aim to make it clear that the article is written from a personal point of view rather than the official stance of the charity. Please let us know if you feel that at any point this is not clear. 

Fundraising

Stamma is registered with the Fundraising Regulator. We fundraise responsibly but if you don’t think we’re meeting these high standards, let us know. If we have not addressed your complaint to your satisfaction you can contact the Fundraising Regulator here. We will work closely with the Fundraising Regulator to resolve any complaints that are raised with them.

Social media & Facebook group

Stamma operates a variety of social channels such as Twitter, Facebook and Instagram and moderates a private Facebook group. Not all of the information posted in the Facebook group is verified by Stamma and much of the posts are individual’s personal opinions. Visitors to the group should use their own discretion. If you feel a post within the group is inappropriate, you can flag it for moderator review using Facebook’s own content tools. If it's about any of our other social media channels, let us know.

Conference, AGM & Elections

Our members sit at the heart of our organisation; they help elect Trustees to the General Committee and take an active part in supporting and promoting Stamma. We are committed to ensuring that members are supported in expressing their views during elections, at Conference and at our AGM. If something goes wrong, do tell us so that we can improve.

Helpline and upcoming Web Chat

On our Helpline and upcoming Web Chat service, which we aim to launch later this year, we strive to provide high-quality and unbiased information, signposting and support. Let us know if you aren't happy with your experience.

Complete our Feedback & Complaints form here.

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