Complaints Procedure

Streatham Common Co-operative Complaints Procedure

We will keep all complaints confidential and will only involve as many personnel or external parties as necessary. If you make a complaint, we will treat you with respect, and we expect you to treat our staff in the same way. Making a complaint will not affect in any way the level of service you receive from us.

Stage 1

If you are dissatisfied with any aspect of the service received, you should initially speak with the member of staff concerned. We hope that most complaints can be settled quickly and as close to the source of the problem as possible.

Stage 2

If you are dissatisfied with the response you received at Stage 1, you should contact SCCoop via the website, email (, telephone or letter. Please use the contact details on the contact page or send a letter to Streatham Common Co-operative, 49 Station Road, Polegate, BN26 6EA. You will receive an acknowledgment within 3 working days.

We will aim to provide a full response within 20 working days. If we need more than 20 working days, we will write to you to explain why and will tell you when you can expect to receive a response. The Manager will investigate your complaint personally.

We ask that you set out the facts as clearly as possible, in a logical order. Remember to include important details and dates where possible. We can give you information about how we will process your complaint.

Stage 3

If you are not satisfied with the response at Stage 2, then you can contact the designated SCCoop board member. A member of the board will contact you within 5 working days of receipt of your complaint. If the board member investigates your complaint and finds that it is justified, he or she will recommend ways for us to put things right, and how to prevent a similar situation in future.

Your personal information

If you use our complaints procedure, you are agreeing that we can use any personal information you send us for purposes connected with your complaint. We may also give your personal information to other people and organisations if we have to do so by law or if you have given us permission.

Equal opportunities

We are committed to equal opportunities and take complaints about discrimination seriously. We may use complaints about discrimination to review our policies and procedures. This is to make sure we treat everyone fairly. We may record information about the ethnic background, sex and disability of everyone who makes a complaint so that we promote and maintain our equal opportunities commitment. We will keep all information confidential.

Performance Monitoring

The Manager will keep logs of all comments and complaints made. This log will include details of the time, date and nature of the complaint, the time, date and the reply, any escalation, and any action taken to resolve the issue. This information will form part of the ongoing SCCoop performance monitoring which will be public available from our website. Your personal information will be kept confidential.

Comments and suggestions

We welcome comments and suggestions as these can help us improve our services. Please send any comments or suggestions to us using via our website ( or email at

Last updated 21/04/2021