1. Our commitment

We take all complaints seriously and aim to resolve them quickly, fairly, and confidentially.

Making a complaint will not affect the services you receive from us.

2. What you can complain about

You can complain about any aspect of The Healing Hubs' services, including the behaviour of staff or volunteers, the quality of support provided, or how your personal information has been handled.

3. How to make a complaint

Stage 1 — Informal resolution: In the first instance, please speak to the member of staff or volunteer involved, or contact us at [email protected] or 0300 102 1588. We will aim to resolve your concern within five working days.

Stage 2 — Formal complaint: If you are not satisfied with the informal response, please put your complaint in writing to [email protected], marked "Formal Complaint". A senior manager will investigate and respond within 20 working days.

Stage 3 — Appeal: If you remain dissatisfied, you may request that your complaint is reviewed by the Board of Trustees. Please write to us within 10 working days of receiving the Stage 2 response.

4. External escalation

If you have exhausted our internal complaints process and remain dissatisfied, you may refer your complaint to the Charity Commission at charitycommission.gov.uk.

For data protection concerns, you may contact the Information Commissioner's Office (ICO) at ico.org.uk.

5. Confidentiality

All complaints are handled confidentially. Information will only be shared with those who need to know in order to investigate and resolve the complaint.

6. Learning from complaints

We use complaints to improve our services. All complaints are logged and reviewed regularly by the senior management team and Board of Trustees.