Feedback

It is important for us to continually review and develop our services in order to best meet the needs of our clients and partners.  Any feedback that you can provide will help us to do this.  Please use our online feedback and complete as fully as possible, alternatively check our full range of ways to give feedback.

 

Heathrow Travel-Care Complaints Procedure

Heathrow Travel-Care exists to:

  • Assess/advise/assist anyone potentially in difficulty at Heathrow.
  • Work towards positive change with individuals, airport businesses and other agencies.
  • Respect diversity and uphold human rights within the context of a busy and developing airport operation and its community.

At Heathrow Travel-Care, we endeavour to provide the best possible service to our clients within available resources.  We recognise that sometimes a client may wish to make a complaint about the service they have received.

We welcome all comments or suggestions, whether provided formally through this procedure or informally – they help us review and improve our service.

Should a client wish to make a complaint about the service they have received, they or their advocate, should write to the Service Manager.

The Service Manager will acknowledge the receipt of the complaint within 7 working days and investigate the complaint and respond within 14 working days.

Should there be any difficulty in meeting these timescales, for example because the person concerned is on leave, the person making the complaint will be informed of the reason for the delay and advised when a response should be expected.

In the event that you are either, not satisfied with the reasons for the delay in responding, or with the response to the complaint,  the person making the complaint  should to write directly to the Secretary of Board of Trustees for Heathrow Travel-Care detailing the reasons for their dissatisfaction.

If the Trustees are unable to resolve the matter, it will be referred to the Agency’s Independent Consultant who will respond to the complaint having consulted the Trustees of the Charity.

Who and how to feedback

Ross Erlam - Service Manager of Heathrow Travel-Care

Lawrence Emerson – Secretary of Board of Trustees


By post:

Heathrow Travel-Care
Room 142, North Wing
Terminal 3, Heathrow Airport
HOUNSLOW
TW6 1BZ

Online: Feedback

Download: Feedback Form

Email: Heathrow_Travel_Care@baa.com

Tel:   +44 20 8745 7495

Fax:  +44 20 8745 4161

NB: Prime Production’s translation service is available to assist service users to make brief suggestions or complaints.

[Back to top]