Complaints against Big White Wall

Our Commitment to Members

We aim to ensure that should a member of the Big White Wall Community feel that they have a complaint against the administration of the company or any other grievance that:

• BWW will treat any complaint seriously.
• Response to any complaint will be addressed in a timely fashion.
• All communication will be dealt with in the utmost confidence.
• All complaints will be reviewed and used to improve BWW’s service to the community wherever relevant.

What BWW regards as a Complaint

A complaint is any instance of dissatisfaction raised by a BWW Community member or by persons external to the BWW community.

A complaint can also be defined as dissatisfaction which may be identified via expressions on bricks, talkabouts, via feedback or response to messages posted on the Wall by BWW administration.

BWW is committed to provide safety and anonymity on the Wall, and as such, all complaints or expressions of dissatisfaction regarding these issues will be treated with the utmost importance.

How to make a Complaint

If a member wishes to make a complaint they can contact the BWW team at theteam@bigwhitewall.com from the ‘contact us’ link on the website.

BWW will acknowledge all complaints (not necessarily resolve) within 24 hours.

In the first instance, the complaint will be dealt with promptly by the Service Manager. If the Service Manager’s response does not satisfy the complainant, the complaint will be escalated to BWW’s CEO, who will make a final decision on the resolution or response to the complaint, and who will personally mail the complainant with the outcome.

Complaints against Wall Guides or Therapists

If the complaint from a Wall member relates to the conduct of a Wall Guide or Therapist, and this cannot be readily resolved internally within BWW, the issue will be discussed in conjunction with the Tavistock and Portman Trust if that particular guide is employed via the Trust. A joint decision will be made as to the resolution of the complaint and any further action to be taken in regards to the Wall Guide or Therapist.

If a Wall Guide or Therapist is employed directly by BWW and found to be in contravention of the principles of their contract, dependant on the severity of the issue, BWW’s disciplinary procedures will be invoked.

All complaints received via the Service Manager or any other media will be as a matter of course, be copied to the CEO, and where relevant, to the BWW management team.

Copies of all complaints and their resolutions will be held on file within the BWW office

Complaints within the Community

There may be occasions whereby members have reason to complain about the postings of another member of the community.

The process for complaint in these incidences are fully covered within BWW’s House Rules and Risk and Governance documentation. Any complaint will be investigated by the Service Manager or their delegated deputy.