Complaints Procedure

Key Changes takes complaints about its work, staff and services seriously. Complaints help us identify concerns, resolve problems and improve our work.

How to make a complaint

Please email your complaint to info@keychanges.org.uk.

If you are currently attending a Key Changes programme, you may first raise the issue with a member of staff if you feel comfortable doing so. They may be able to resolve the matter quickly. You do not have to do this before making a formal complaint.

Complaints will be referred to an appropriate person for review, taking account of the nature of the complaint and the need for a fair and impartial investigation.

Information to include

Please keep your complaint brief and focused. Summarise the main issue and include only the information needed for us to understand and investigate it.

Please provide:

• A short, clear description of the complaint
• The key dates, locations and people involved, where known
• Relevant supporting emails, letters or documents
• Your email address or preferred method of contact
• The outcome you would like us to consider

Where possible, the complaint should be no longer than two pages. Any essential supporting documents can be attached separately. This will help us identify the main issues and respond without unnecessary delay.

What happens next

After receiving your complaint, we will:

• Confirm that it has been received
• Review the information provided
• Investigate the issues raised
• Consider a fair and proportionate response
• Write to you with our findings and any action to be taken

We aim to provide a full response within 30 working days. If more time is required, we will explain the reason and confirm when you can expect a response.

If you remain dissatisfied

If you are dissatisfied with the response, you may ask for the complaint to be reviewed by the Chief Executive or, where appropriate, the Chair of Trustees or another trustee who has not previously been involved.