Complaints and feedback
A named contact, a fair review and an alternative route when a concern involves the usual reviewer.
Contact and information
Lisa Mutinhiri, Quality Assurance, handles complaints. Call +44 7360 093019 and ask for the complaints lead. Describe the activity, what happened, when it happened, its effect and the outcome you would like. Give a safe way to reply.
If the concern involves Lisa Mutinhiri or the Executive Director, ask for Tallyn Mckale, Founder. If it involves the Founder, ask for an independent reviewer to be agreed outside the person concerned. Safeguarding incidents and immediate danger should use the safeguarding or emergency route.
Our review
We aim to acknowledge a complaint within five working days and provide a response within twenty working days. If more time or information is needed, we explain the reason and provide an update. These are service aims, not an emergency response promise.
The reviewer records the concern, considers the available evidence fairly and gives an explanation of the outcome and any appropriate next steps. We treat people respectfully and share information only with those who need it for the review.
Further review and records
If you remain dissatisfied, ask for a review by the Founder or another appropriate person who was not responsible for the original decision. We explain any relevant external route according to the nature of the concern and the law that applies.
An unresolved complaint or safeguarding record needs its own documented retention decision. It must not be placed in the ordinary public assistance form simply to store a sensitive case file.