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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

“All Thrive staff who work in Barton also live in Barton so this gives a real sense of embracing the young people they work with, some of whom will be those most socially excluded from everything else that takes place locally. Their Young Leaders, Mentoring and Outreach projects have seen some amazing results and they have succeeded where others before them have failed.”

Sue Holden, Company Secretary, Barton Community Association