Complaints Policy Summary
At The Renewal Programme, we value your feedback. Whether you have a suggestion, compliment, or complaint, we want to hear from you so we can continue to improve. Please refer to our full complaints policy here, or read below for a summary.
Our Commitment to You
- We welcome your feedback and aim to resolve complaints quickly and fairly.
- You won’t be treated unfairly or penalised for making a complaint.
- If you need help to make a complaint, we’re here to assist you.
- You can bring a friend or supporter (but not a lawyer) to help you through the process.
- All complaints are confidential, and we’ll only share information as necessary to resolve the issue.
- We’ll ask how you’d like your complaint resolved and keep you informed about the steps we take.
What is a Complaint?
A complaint is when you’re unhappy with something we’ve done and want us to respond. Complaints can be:
- Informal: Issues that can be solved immediately, like pointing out a problem that’s quickly fixed.
- Formal: Issues needing further investigation and a written response.
How to Make a Complaint
- Talk to Us First: Share your concern with your key worker, caseworker, or another staff member. We’ll try to resolve it informally.
- Formal Complaints: If your issue isn’t resolved, you can make a formal complaint in person, by phone, email, or social media.
Our Complaints Process
Stage 1: Initial Review
- Your complaint will be reviewed by a Manager or Director.
- We’ll acknowledge your complaint within 2 working days and respond within 5 working days (or let you know if more time is needed).
Stage 2: Further Review
- If you’re not satisfied, your complaint will go to our Chief Executive or a Trustee.
- We’ll aim to respond within 10 working days, or let you know if more time is required.
Need Additional Help?
If you’re still not happy, you can seek assistance from external organisations like:
- Citizens Advice
- Local councillors or MPs
- The Fundraising Regulator
- Independent Housing Ombudsman (for housing-related complaints)
Equality and Accessibility
- We’ll ensure everyone can access our complaints process, including providing interpreters or assistance if needed.
- We don’t tolerate discrimination and will treat all complaints equally.
Confidentiality
- Your complaint will be handled privately and only shared as necessary to resolve the issue.
Monitoring and Improving
- We record all complaints to ensure we’re improving our services and treating everyone fairly.
- Our Board of Trustees regularly reviews complaints to help guide our policies.
How to Contact Us
Visit any of our locations, or reach out via phone, email, or social media to share your feedback. Posters and leaflets about the process are available at all our centres.
We’re here to listen and make things right. Your voice helps us improve!
