Feedback

We welcome your views, so let us know what we have done well and what we can do better.

We are genuinely a learning organisation, and aim to use feedback, compliments and complaints to continuously improve across the organisation. Each year we publish the ratio of compliments to complaints received. In 2019-20 we received 9.5 compliments to every complaint.

While each compliment gives us a very welcome reflection of what we are doing well for the community, we also see every complaint as an opportunity to review, understand, and improve.

Please feel free to raise compliments, complaints and general feedback with the particular service you are involved with.

Alternatively, please contact our Quality and Customer Experience team at Amélie House by email: qa@jcare.org, by post, or by phone: 020 8922 2324.


Our Your View Counts document gives more details on how to raise your feedback and the process we have in place to respond to complaints.

Whatever your reason for contacting us, it would helpful if you could provide the following information: 

  • The name of the service, department or resource you have been involved with.
  • Your relationship with the service/department, eg client, relative, visitor. 
  • Details of your compliment, comment or complaint, including details of anyone concerned.
  • Your name, address, postcode and telephone number so that we can contact you. You do not have to provide this information but we will not be able to respond to you unless you do.

Thank you for taking the time to give us your views. We look forward to hearing from you.

Pay us a compliment

It is good to hear when we have done something well, it helps us to do even better. For those staff and volunteers who have really gone ‘above and beyond'  you can enter them for a Customer Service Award. Either; Complete the form online or alternatively download the documentthe document and return it by post.

Making a complaint

Our aim is to resolve complaints or concerns as speedily as possible.

  • Please inform the person in charge of the service if you are concerned about something. It is quite possible they will be able to sort out the problem straight away. If the problem cannot be resolved immediately, you will receive a response within seven working days. If more time is required, we will explain why and agree a new deadline in writing.

  • If you feel unable to discuss your concern with the person in charge, you can call, email or write to our Amélie House office, or complete and return the attached form here.

  • If you make your initial complaint to Amélie House, we will send you a written acknowledgement within three working days of receiving it. Following a thorough investigation, you will receive a full response within 28 days.

  • You may, of course, arrange to meet the person conducting the investigation to discuss your concerns at any time during the process.

  • If you are dissatisfied with the initial response to your complaint, please contact us at Amélie House. Your complaint will be referred to a Jewish Care Director for further consideration. The Director will provide you with the final decision in writing within 28 calendar days unless we have previously agreed an alternative deadline.

  • We will cooperate fully with anyone acting on your behalf, subject to their having the appropriate authority to do so.

  • We will not discriminate against you for having made a complaint.

  • For more details on our complaints process please see our Your Views Count document

How to provide feedback to Amélie House


You can contact us by:

Telephone: 020 8922 2324
Email: qa@jcare.org

In writing to:
Chief Executive, Jewish Care, Amélie House
Maurice and Vivienne Wohl Campus
221 Golders Green Road, London NW11 9DQ

Whatever your reason for contacting us, it would help if you could provide the following information: 

  • The name of the service, department or resource you have been involved with.
  • Your relationship with the service/department, eg client, relative, visitor. 
  • Details of your compliment, comment or complaint, including details of anyone concerned.
  • Your name, address, postcode and telephone number so that we can contact you. You do not have to provide this information but we will not be able to respond to you unless you do.

Thank you for taking the time to give us your views. We look forward to hearing from you.

To submit your feedback

Please download the form and email it to qa@jcare.org