THINK Complaints Policy

At THINK, we aim to deliver a high-quality service and maintain strong, transparent relationships with our clients and stakeholders. This policy explains how to raise a complaint and how we will handle it.

What Is a Complaint?

A complaint is any expression of dissatisfaction – whether justified or not – about our services, communication, or conduct of our staff or board members

Complaints Procedure

How to Make a Complaint
Complaints should be submitted by email to:  info@thinkcs.org

Stage 1 – Informal Resolution
We will acknowledge your complaint within 2 working days and aim to achieve resolution within 15 working days

Stage 2 – Formal Complaint
If the issue is more serious or unresolved:

• If you are not happy with the proposed resolution at the conclusion of phase 1, you should inform us via email to info@thinkcs.org.
• We will acknowledge this within 2 working days.
• A senior team member will investigate
• A full written response will be provided within 20 working days
  (We will keep you updated if there are any delays.)

Stage 3 – Appeal
If you’re not satisfied with the response, you may appeal in writing to the Managing Director. A final review will be completed within 20 working days.

6. External Escalation
   If your complaint relates to fundraising practices and remains unresolved, you may contact the Fundraising Regulator:
   www.fundraisingregulator.org.uk
7. Confidentiality and Record-Keeping
   All complaints are handled confidentially in line with our privacy policy. We maintain records of complaints to help improve our services.
8. Policy Review
   This policy is reviewed annually by our management team and updated when necessary.

Last reviewed: 10/06/2025