External complaints procedure

Shine is committed to providing a high-quality service to all our members and others, such as professionals, other organisations and external services/networks that come in contact with the charity.

Shine welcomes any comments that help us to maintain or improve the work we do, and how we deliver that work.

Despite our best efforts there may be occasions when members or other stakeholders wish to express a concern or complain about something we have done or failed to do.

Shine is keen to know if things go wrong and to put them right as soon as possible. Our aim is to ensure that concerns and complaints are dealt with quickly and courteously and in confidence. The procedure detailed below explains what you should do and who you should talk to if you are unhappy with something we have done or failed to do.

If you have a complaint, please contact us in writing with the details of your complaint. Complaints should be addressed for the attention of the Chief Executive, Shine, Unit 4, The Forum, Minerva Business Park, Peterborough PE2 6FT, or emailed to firstcontact@shinecharity.org.uk.

If the complaint directly concerns the Chief Executive, then your letter of complaint should be addressed to Shine’s Chairman to the correspondence addresses above.

What will happen next?

1.   We will send you a letter acknowledging receipt of your complaint within five working days of receiving it, enclosing a copy of this procedure.

2.   We will then investigate your complaint. This will normally involve passing your complaint to a Manager at Shine who will review your complaint and investigate the issue(s).

3.   Shine will then respond to you in writing within ten working days of receiving your initial complaint, to confirm our findings, and inform you of any actions that have taken place to address your complaint.

4.   At this stage, if you are not satisfied with our response, you should contact us again and we will arrange for the complaint to be reviewed by a Director at Shine.

5.   We will write to you within fourteen days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.

6.   If you are still not satisfied, you can then contact the Charity Commission about the complaint. For further information on their complaints process please click here

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