Purpose

We are committed to delivering high standards in all of our work, and maintaining respectful, professional relationships with our employees, customers and the general public. This policy outlines how complaints are handled to ensure fairness, transparency, and continuous improvement.

Confidentiality

All complaints will be treated confidentially. Information will only be shared with those directly involved in the investigation or where required by law.

Definition of a complaint

A complaint is an expression of concern or dissatisfaction about our services, business practices, or the conduct of our employees.

Making a complaint

Complaints should be emailed to: complaints@communitycatalysts.co.uk. The complaint will then be investigated by the Director of Business Operations.

What happens next?

• We will acknowledge your complaint within 2 working days via email.
• We aim to resolve complaints promptly and will provide an update within 10 working days of acknowledgment.
• If the issue requires more time to investigate, we will notify you of an extension and provide a revised timeline.

If you're not satisfied with the outcome

If you are not satisfied with the outcome of your complaint, you can ask for it to be reviewed. You should do this by emailing complaints@communitycatalysts.co.uk, and specifically ask for your complaint to be escalated.

The Chief Executive Officer will take a fresh look and respond to you within 10 working days.