Complaints Procedure

SHIFTwithin CIC is committed to providing high quality, trauma-informed programmes and services and to working in an open and accountable way.  This procedure explains how you can make a complaint, what you can expect from us, and how we will handle your concerns. We take all concerns and complaints seriously, using them as opportunities to learn and improve.

Feedback encouragement

We welcome suggestions, compliments and feedback about our services at any time. It helps us to improve. Please share your feedback by emailing us at hello@shiftwithin.co.uk

How to make a complaint

If you are unhappy with any aspect of our service, please let us know as soon as possible. You can make a complaint in person to Kim and/or Tara by emailing hello@shiftwithin.co.uk

If you need support to make your complaint, please let us know and we will do our best to help. You can also make a complaint directly to a SHIFTwithin CIC Director by emailing kim@shiftwithin.co.uk.

What happens next

Acknowledgement:  We will acknowledge your complaint within five working days of receiving it.

Investigation:  Your complaint will be reviewed by one of our Co-founders Kim and/or Tara. We may contact you to clarify details or discuss your concerns further.

Response: We aim to provide a full response within 20 working days. If the investigation will take longer, we will keep you informed of progress.

Resolution:  We will explain our findings and any actions we will take to put things right or improve our services. If you are not satisfied with our response, you can ask for your complaint to be reviewed by one of our Directors.

Confidentiality

All complaints will be handled sensitively and in line with our confidentiality and data protection policies. Only those directly involved in investigating and responding to your complaint will be given access to the information.

Further action

If you remain dissatisfied after our internal process, you may contact an external body such as the relevant regulator or the Information Commissioner’s Office (ICO) for data protection concerns.

This policy was created in October 2025 by Kim Rojas Powell.

We will review this policy annually,  monitoring incidents and feedback, and using these to improve practice.