Complaints Policy

Purpose

This Complaints Policy outlines the process for individuals to express concerns or grievances regarding the services provided at The Healing Hubs Charity. We are committed to addressing complaints promptly and fairly to improve our services and maintain customer satisfaction.

Scope

This policy applies to all employees, management, customers, and stakeholders who wish to raise a concern or complaint regarding any aspect of The Healing Hubs Charity.

Definitions

- Complaint: An expression of dissatisfaction regarding a service that requires a response.

- Complainant: An individual or group making a complaint.

Principles

- Fairness: All complaints will be handled fairly, transparently, and without bias.

- Responsiveness: We will acknowledge receipt of all complaints and provide timely updates on their status.

- Confidentiality: Complaints and the identities of complainants will be handled with the utmost confidentiality, except where disclosure is required by law.

- Improvement: Feedback received through complaints will be used to improve our services and procedures.

How to Make a Complaint

Individuals can submit a complaint through the following channels:

- Email: Send a detailed complaint to: hello@thehealinghubs.org.uk

- Phone: Call and leave a message Tel. 0300 102 1546

Complaints should include:

- Complainant’s name and contact information

- A clear description of the issue

- Relevant dates and any other pertinent information

Complaint Handling Process

-Acknowledgement: We will acknowledge receipt of the complaint within [2 business days].

- Investigation:  The appropriate staff member will conduct a thorough investigation, which may include gathering additional information from the complainant and relevant parties.

- Response: A formal response will be provided to the complainant within [10 business days], outlining findings and any corrective actions taken.

- Follow-Up: We may follow up with the complainant after resolution to ensure satisfaction and gather any further feedback.

Escalation

If a complainant is not satisfied with the response, they can escalate the complaint to the Board of Trustees for further review.

Review and Improvement

This policy will be reviewed annually to ensure its effectiveness and to incorporate any necessary changes based on feedback received through the complaints process.

Last Updated: March 2026