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Complaints Procedure

    • Legacy

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
  • 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 Val Stokes, Executive Assistant to the CEO 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: November 2014. Next review date: November 2015


Fun for All the Family at Two Day Abseil Event

Pictured: Shine fundraiser Georgia Kelly, Heart FM's Kev Lawrence and Peterborough Cathedral events manager…

Did You Know?

Some babies with spina bifida are now operated on before they are born, via keyhole surgery.

Hydrocephalus can be congenital or acquired.

NPH (Normal Pressure Hydrocephalus) is an excessive build-up of fluid in the head.

Hydrocephalus is a build up of excess fluid in the brain.

Some 11 - 35% of people with Intracranial Hypertension recover spontaneously.

Most babies with spina bifida undergo surgery within 48 hours of birth.

“Every effort should be made to ensure that all children are immunized, no opportunity to immunize should be missed.”

If you have spina bifida +/or hydrocephalus you should receive the same vaccinations as any others, when going abroad.

Hydrocephalus comes from the Greek "hydro" meaning water and "cephalie", meaning brain.

Some forms of hydrocephalus require no specific treatment.

Medical advice should always be sought if shunt infection is suspected.

Shunt: a device that diverts accumulated cerebro-spinal fluid around the obstructed pathways back to the bloodstream.

Possible signs of chronic shunt blockage include: fatigue, general malaise or behavioural changes.

A shunt alert card should be carried at all times by people with hydrocephalus treated by a shunt.

Possible signs of acute shunt blockage may include: visual disturbances, drowsiness and seizures.

Symptoms of Normal Pressure Hydrocephalus are similar to Alzheimer's, Parkinson's disease or simply increasing age.

NPH (Normal Pressure Hydrocephalus) occurs most often in people aged over 60.

Benign Intracranial Hypertension aka Idiopathic Intracranial Hypertension affects about one or two in every 100,000 people!

Symptoms associated with raised intracranial pressure; headache, visual disturbances, photophobia, vomiting, problems with balance...

Diagnosis of Intracranial Hypertension is by scan + measurement of the CSF pressure.

Babies born prematurely are at increased risk of developing hydrocephalus.

Shine can raise money by recycling your used inkjet cartridges, toners or CDs and DVDs.

Para-athletes with spina bifida and hydrocephalus compete in sports ranging from cycling to dressage.

Hydrocephalus may affect memory, concentration and behaviour.

The usual treatment for hydrocephalus is to insert a shunt into the brain.

CSF stands for cerebro-spinal fluid.

Benny Bear is a teddy with hydrocephalus who helps children understand the condition.

Shine is always looking for Marathon Runners to help with fundraising.

Spina bifida occulta is a hidden form of spina bifida.


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