Complaints procedure

Emergency Damage Management (“EDM”)

Registered charity number 1129357


EDM aims to provide high-quality services that meet your needs.

We believe we achieve this most of the time: if we are not getting it right please let us know.

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 EDM.

If you are not happy with EDM please tell us. 

Making a complaint

If you wish to make a complaint please write to:

Mr David Garden (Chair of Trustees) at

All complaints will be logged.

You will receive a written acknowledgement within five working days.

The aim is to investigate your complaint properly and give you a reply within 10 working days, setting out how a 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 been considered.

If after we have responded and you are not satisfied, please write to the Chair who will report the matter to the next meeting of the Trustees.  The Trustees will then decide whether it would be appropriate in all the circumstances to take any further steps to resolve the situation and notify you accordingly.

Let us know if you are happy with EDM’s services

Finally, please also let us know if you are happy with EDM’s services and/or let us know if you feel we could do anything differently in order to improve our services.  Please write to:

Adopted by the Trustees of EDM on 3 October 2022