External complaints procedure

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

However, we acknowledge that there may be occasions when things go wrong or you are dissatisfied in some way and may wish to complain.  We take complaints very seriously and learn from them in order to 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, Unit 4, The Forum, Minerva Business Park, Peterborough PE2 6FT.
  • E-mail firstcontact@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 Shine again (see contact details above) 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.

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