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COMPLAINTS POLICY

Thrive Teams 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 Teams, 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

“I have known Thrive and the work it does for and with disadvantaged young people in Barton and Blackbird Leys for many years. Its enthusiastic young team, allied to its sound governance and long term approach, have made a significant difference to the lives of many whose prospects and opportunities would otherwise have been very poor. It is excellent that their model and work have now been extended into Abingdon. It is an organisation that richly deserves philanthropic support to both continue and expand its work.”

Tim Stevenson OBE, Lord Lieutenant of Oxfordshire