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COMPLAINTS POLICY

Thrive and our parent charity Innovista strive for excellence. If we fall short of this, we will thank you for letting us know.

How to Make a Complaint

You can

Call us on 01865 788350

Email us at hello@thriveteams.org

Write to us at Thrive, Suite A First Floor, Meridian House, Sandy Lane West, Littlemore, Oxford, OX4 6LB, UK

Please provide as much information as possible to enable us to investigate and resolve your complaint as quickly as possible.

Our Complaints Promise

We promise to:

Respond promptly: We aim to respond to all complaints within two working days

Accept responsibility when we’re at fault

Communicate next steps: We’ll let you know what we will do as a result of your complaint

Report back: We’ll know you know what we did, and what actions took place thanks to you letting us know

If you are not happy with our response please let us know as soon as possible. Your complaint will be referred to a senior manager who will review your complaint and respond within two weeks.

If we cannot resolve your complaint, you can contact the Fundraising Regulator. We are a member of their organisation and accept their authority to make a final adjudication. If your complaint regards our handling of your personal data, and we have been unable to resolve it, you can contact the Information Commissioner’s Office.

Last Updated 16 March 2017

What others are saying about Thrive

“Adam's been great support to AJ because his Dad passed away ... This for me is really good knowing that AJ has got somebody that he can chill out with, talk to, and who can support him when I'm not around.”

AJ's Mum