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Complaints Policy



At the charity we recognise that:

  • It is important for the charity to aim to act to the highest standards with respect to all activities it undertakes

  • everyone who uses our Wellbeing Hub and our services has the right to a high standard of service

  • those who use our Wellbeing Hub and our services have the right to complain if they are not happy with the standard of service they receive

  • learning from complaints helps us to improve the service we provide




The purpose of this policy and procedure is to:

  • help us to provide a service of the highest standard to all those who come to the Wellbeing Hub 

  • help us to ensure that users using or wishing to use our services know they have a right to complain about our service if they need to

  • help us to deal with complaints in a positive way and use them to improve our service

  • set out the issues that could be covered under this procedure

  • set out the steps that users should take if they wish to make a complaint

  • set out how we can deal with complaints in a fair and consistent way


This policy applies to all users supported by or wishing to be supported by the charity as well as other organisations who we come into contact with us in respect of our activities.


It is not intended to be used by staff or volunteers who are unhappy about their own experience in the workplace. In these circumstances, staff should use the Raising a Concern Policy or Grievance Policy.

It is also not intended to cover concerns that staff or volunteers may have about issues of possible malpractice or wrongdoing in the workplace. These should be dealt with under the Whistleblowing Policy.

If anyone, whether staff member, volunteer, or user, is concerned that a child or children may be at risk of harm, they should use the charity’s Safeguarding Policy rather than this Complaints Policy.


We will seek to deal with complaints by:

  • defining clearly what we mean by a complaint

  • setting out a procedure that can be easily followed and understood (please refer to the procedure set out below) 

  • making sure that everyone knows about the Complaints Policy

  • reassuring people that they will not be penalised in any way for using the complaints procedure and that we will respond positively to any complaints made in good faith

  • offering extra support to those who need help to make a complaint

  • taking a staged approach to complaints that takes account of the level of seriousness and the possibility of resolution at different points

  • investigating each complaint as objectively and fully as we reasonably can

  • keeping the complainant informed during the course of the investigation and of the outcome of his/her complaint

  • keeping clear records of complaints and of how they are resolved.


What do we mean by a complaint?


A complaint is a statement from someone that they are not happy about the service provided to them, or activity undertaken by the charity and would like this to be improved.


The complaint might be about:

  • the behaviour of a staff member or volunteer (if this relates to allegations that someone may have harmed a child or be at risk of doing so, child protection procedures should be used)

  • the behaviour of other children and young people in the group

  • the level of service received

  • the type of service received

  • being refused a service altogether

  • the building or facilities

  • written information

  • service received over the telephone

  • a user feeling that he or she has been treated unfairly or in a way that is discriminatory;

  • a specific activity or outing

  • anything else related to the service provided at the Wellbeing Hub


Making a complaint about the charity


There are three stages that can be used to try to resolve a problem. 


Stage One (Informal) 

  • To make an initial complaint (Stage 1), please speak to or email the Hub Manager and we will endeavour to satisfy your complaint and let you know of any remedial action that is to be taken 

  • All complaints will be acknowledged by the member of staff to whom you communicated your complaint or by the Chair of Trustees within three working days from the date it is received.

  • In order for us to resolve your issue to the best of our ability, please include as much detail as possible regarding your complaint, including any relevant communications or documentation.

We will respond to Stage 1 complaints within 7 working days 


Stage Two (Formally registering a complaint)

If you are not satisfied with the response you receive at Stage 1, or you would prefer your complaint to be formally investigated, you can request your complaint to be escalated to Stage 2

  • Please submit the details of your complaint by email, by telephone or in person, to the Hub Manager

  • Your complaint will be acknowledged within 3 working days 

  • A member of the Trustee Board will be assigned to investigate your complaint and you will receive a full written response within 20 working days from the date of the acknowledgement

  • If you are not satisfied with the response to your complaint, you will be given the option to appeal 


Stage Three (Appeal)

  • To appeal, please outline the reasons for your dissatisfaction in writing or electronically to the Chair of Trustees

  • This will be the final decision of the complaints process and will ensure the Chair has reviewed the investigation, made any further enquiries and then delivers the reason for the final decision

  • The Chair will write within 30 working days of receiving the appeal and their decision is final


Where there are persistent and unnecessary complaints not made in good faith by an individual the trustees can suspend the procedure where they consider that no further resolution can be reached and refer the complainant to the Charities Commission


Charity Commission 

If you are dissatisfied with the charity’s complaints process, you can contact the Charity Commission, who will be able to advise on the matter. The Charity Commission can be contacted at:


This policy was written: June 2022


This policy will be reviewed: June 2024

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