Complaints Procedure

External complaints procedure

Across all Shine’s services and activities we aim to provide the highest possible quality of service to those individuals or organisations interacting in any way with the organisation.

However, we acknowledge that there may be occasions when things go wrong or you are dissatisfied with us and may wish to complain. We will take complaints seriously and learn from them in order that we can consistently improve the quality of our services and activities.

The following Complaints Procedure aims to provide a swift, effective and honest resolution to your complaint and to guide improvements for our future work.

How to make a complaint:

Stage 1

Contact Shine with your complaint in one of the following ways:

Write to Shine Services Department at: Shine, Head Office, 42 Park Road, Peterborough, PE1 2UQ

E-mail info@shinecharity.org.uk

Call us on 01733 555988

Shine will acknowledge receipt of your complaint in writing and will then be able to direct your complaint to the relevant Line Manager within 24 working hours.

Stage 2

The Line Manager responsible for responding to your complaint will investigate and attempt to resolve your complaint informally within 10 working days of receipt and will liaise with you or your representative directly.

Stage 3

If you and/or your representative remain unhappy with the resolution of your complaint please contact the Human Resources Manager and your complaint will be passed to the Chief Executive Officer for their consideration. The Chief Executive Officer will respond to you directly as soon as possible and always within 20 working days.

We welcome your comments and your observations of how our complaints procedure could be improved in the future.

Last reviewed: March 2011 Next review date: March 2012

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