Complaints

We try to provide a high standard of safe and effective care at all times, but there may be times when we fail - we're only human. When it happens, we want to know, and to do our best to put it right. 

It helps us to help you if you can be as specific as possible when raising any concerns. 

If it is something practical that we may be able to attend to immediately, please use the normal channels through Reception or email bookings@sheldonretreat.com

Formal feedback

If you want to draw our attention to something significant that is short of a complaint but we need to know to help us do better next time, please email warden@sheldonretreat.com with the subject line "Formal Feedback"

Formal complaint

This route is if you need to escalate something that we have not been able to put right in the normal way. It is helpful if you make it clear that you are now wishing to make a formal complaint and set out the details in full. If you know what resolution you are seeking, please say. 

1. Please email warden@sheldonretreat.com with the subject line "Formal complaint"
2. If your complaint relates to the Warden, or if the Warden has not been able to resolve to your satisfaction, please write to the Chair of Trustees c/o Sheldon