Effective Date: 12 May 2026

Purpose

Right First Time UK is committed to operating fairly, respectfully, transparently, and with accountability.

We recognise that complaints are important. They help improve our services, strengthen public trust, and ensure that concerns are handled properly.

This policy explains how complaints can be made, how they will be reviewed, and how we will respond.

We believe people should be heard.

Complaints should be treated seriously, not ignored.

What This Policy Covers

This policy applies to complaints about:

• our conduct or behaviour
• trustees, volunteers, or representatives
• safeguarding concerns
• misuse of donations or fundraising concerns
• poor communication or service delivery
• confidentiality or data protection concerns
• discrimination, unfair treatment, or misconduct
• website content or public statements
• concerns about organisational decisions

This policy does not cover:

• requests for legal advice
• court representation
• professional legal disputes outside our role
• complaints about external organisations we do not control

We provide information and signposting, not legal representation.

Our Commitment

We will:

• listen fairly and respectfully
• acknowledge complaints promptly
• review concerns independently where possible
• respond clearly and honestly
• protect confidentiality where appropriate
• take safeguarding concerns seriously
• use complaints to improve our work

We will not ignore genuine concerns.

How to Make a Complaint

Complaints can be made by:

Email

dan@rightfirsttimeuk.com

Written Letter

[Insert Registered Address]

Website Contact Form

[Insert Contact Form Link]

Please include where possible:

• your full name
• contact details
• details of the complaint
• relevant dates
• supporting information if available
• the outcome you are seeking

Clear information helps us respond fairly.

Complaint Stages

Stage 1 — Acknowledgement

We will aim to acknowledge your complaint within:

5 working days

This may be by email or written response.

Stage 2 — Review

We will review:

• what happened
• any supporting evidence
• relevant policies or procedures
• safeguarding concerns where relevant
• appropriate next steps

Where necessary, trustees may review the complaint independently.

Stage 3 — Response

We aim to provide a full response within:

20 working days

Where this is not possible, we will explain the delay and provide an update.

Our response may include:

• explanation
• apology where appropriate
• correction of information
• safeguarding action
• policy improvement
• referral to appropriate authority

Fairness matters more than speed.

Serious Complaints

Some complaints require immediate escalation.

This includes:

• safeguarding concerns
• fraud or financial misconduct
• abuse of authority
• serious trustee misconduct
• unlawful activity
• serious data protection breaches

These may be escalated directly to:

• the Safeguarding Lead Trustee
• the Trustee Board
• Charity Commission
• Information Commissioner’s Office (ICO)
• police or safeguarding authorities where required

Protecting people comes first.

Anonymous Complaints

Anonymous complaints may be considered where:

• safeguarding concerns exist
• serious misconduct is alleged
• there is risk of harm

However, anonymous complaints can be harder to investigate fully.

Where possible, contact details help us protect fairness.

Complaints About Trustees

Complaints involving trustees will be reviewed by other trustees where possible, or by an independent adviser if appropriate.

No trustee should review a complaint where they are personally involved.

Transparency protects trust.

Complaints About Donations or Fundraising

Concerns about:

• donation use
• fundraising honesty
• financial transparency
• sponsorship conflicts

will be reviewed under our Donation Transparency Policy and Financial Controls procedures.

Public trust in funding is essential.

Complaints About Data Protection

Concerns about privacy, confidentiality, or personal information handling will be reviewed under our GDPR and Data Protection Policy.

Individuals may also contact the UK Information Commissioner’s Office (ICO).

ICO Website: Information Commissioner’s Office (ICO)

Appeals

If you are unhappy with our response, you may request a further review by the Trustee Board.

This should normally be requested within:

14 days

of receiving the original response.

A further review will be carried out where appropriate.

Record Keeping

We will keep records of complaints for:

• fairness
• safeguarding
• accountability
• policy improvement
• legal and regulatory compliance

Complaint records will be handled confidentially and securely.

No Retaliation

No person should be treated unfairly for raising a genuine complaint.

We will not tolerate retaliation against:

• complainants
• whistleblowers
• volunteers
• trustees
• vulnerable individuals raising concerns

Speaking up protects everyone.

Our Promise

Complaints are not a problem.

They are part of accountability.

We are committed to listening, learning, and improving where concerns are raised.

Trust must be protected.

Contact

For complaints, safeguarding concerns, or policy concerns:

Right First Time UK

Email: dan@rightfirsttimeuk.com
Website: www.rightfirsttimeuk.com

Right First Time UK

Complaints Help Protect Trust

Fairness. Transparency. Accountability.