Ripples Complaints Procedure


We strive to provide high quality services which meet your needs and exceed your expectations. If we are not getting it right, please let us know. We take complaints really seriously and will always respond in an honest, compassionate manner. If we made a mistake, we will admit it and apologise sincerely. If we need to change, we will.

In order to ensure our services remain at a high and improving standard, we have a procedure through which you can let us know if for any reason you are not satisfied with your dealings with Ripples.

If you are unhappy with Ripples, please tell us

If you are unhappy about any service, please speak to the relevant staff member, manager or founder. If you are unhappy with an individual, it is usually best to tell him or her directly in the first instance. If you feel that this is difficult or inappropriate then speak to the staff member's manager or a founder.

Often we will be able to give you a response straight away. When the matter is more complicated we will give you at least an initial response within five working days.

Making a written complaint

If you are not satisfied with our response or wish to raise the matter more formally, please write to the our Head of Communications. (If your complaint is about this person, please write to our Chief Executive, Sean Donnelly.)

All written complaints will be logged. You will receive a written acknowledgement within three working days.

The aim is to investigate your complaint properly and give you a reply within ten working days, setting out how the problem will be dealt with. If this is not possible, an interim response will be made informing you of the action taken to date or being considered.

If after we have responded you are not satisfied, please write to a company Director who will report the matter to the next board meeting. The board will decide on any further steps to resolve the situation.

How to complain



Write to Ripples, 97 Charlotte Street, London, W1T 4QA, United Kingdom


Call 0208 064 1259

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