Skip to content
Donate

Our policies

Complaints Policy

Taylor-Made Dreams is committed to ensuring the highest standards of service and care for the children and families we support. We value feedback and take all complaints seriously. This policy outlines the process for handling complaints from any stakeholders including children, parents, volunteers, staff, and the general public. All complaints will be handled fairly, sensitively, and in a timely manner.

Aims and Scope of Policy

This policy applies to complaints made by beneficiaries, parents and carers, volunteers, staff, trustees, donors, supporters, partner organisations and members of the public.

The purpose of this policy is to:

  • Foster an environment where stakeholders feel comfortable raising concerns.
  • Improve our services based on feedback received through complaints.

Definition of a Complaint

A complaint is any expression of dissatisfaction, whether justified or not, about any aspect of Taylor-Made Dreams’ work.

By ensuring a transparent and fair complaints process, Taylor-Made Dreams aims to maintain the trust and confidence of all stakeholders while continuously improving the quality of our services.

Principles

  • Confidentiality: Complaints will be handled confidentially to protect the identities of those involved.
  • Impartiality: All complaints will be investigated impartially, without bias.
  • Accessibility: The complaints process will be accessible to all stakeholders.
  • Responsiveness: Complaints will be acknowledged and addressed promptly.
  • Fairness: Decisions, processes, and expectations are applied consistently.
  • Respect: Everyone is treated with dignity, boundaries are honoured, and behaviour supports psychological safety.
  • Transparency: Information is shared openly, decisions are explained, and people know what to expect.
  • Learning: Mistakes become opportunities, feedback is welcomed, and the organisation invests in developing people and culture.

Complaint Procedure

Step 1: Informal Resolution

1.1. Complainants are encouraged to raise their concerns directly with the person involved or with their immediate supervisor. Where this is inappropriate or the complainant does not feel comfortable approaching the individual concerned, they may contact the CEO directly.

1.2. The aim is to resolve the issue quickly and informally.

Step 2: Formal Complaint

2.1. If the complainant is not satisfied with the outcome of the informal resolution, they can lodge a formal complaint in writing.

2.2. Formal complaints can be submitted via:

  • Email: ceo@taylormadedreams.org.uk
  • Postal Mail: Taylor-Made Dreams, The Oast, Great Danegate Farm, Tunbridge Wells, TN3 9HU, United Kingdom
  • Complaints may also be made verbally where the complainant requires additional support due to disability, literacy or language needs.

Step 3: Acknowledgment

3.1. Formal complaints will be acknowledged in writing within five working days of receipt.

3.2. The acknowledgment will include the name of the person handling the complaint and an estimated timeline for resolution.

Step 4: Investigation

4.1. The Trustee will be asked to undertake an impartial investigation and assigned to review the complaint.

4.2. The investigator may contact the complainant for further information.

4.3. The investigation will be thorough and objective, ensuring all relevant information is considered.

Step 5: Resolution

5.1. The investigator will provide a written response to the complainant within 20 working days of the acknowledgment, detailing the findings and any actions taken.

5.2. If the investigation requires more time, the complainant will be informed and given a revised timeline.

Step 6: Appeal

6.1. If the complainant is not satisfied with the outcome, they can appeal the decision within 10 working days of receiving the response.

6.2. Appeals should be addressed to the Chair of the Board of Trustees.

6.3. The appeal will be reviewed, and a final decision will be communicated within 15 working days.

Record Keeping

All complaints and outcomes will be documented and kept on file for a minimum of five years. This information will be used to identify trends and improve our services.

Monitoring and Review

The CEO will review this policy every year to ensure its effectiveness and make any necessary changes. Feedback from complainants and staff will be considered during the review process.

Personal information relating to complaints will be handled in accordance with the UK GDPR, the Data Protection Act 2018 and the charity’s Data Protection Policy.

Contact Information

For further information or to submit a complaint, please contact:

Email: hello@taylormadedreams.org.uk

Phone: 01892 358062

Address: Taylor-Made Dreams, The Oast, Great Danegate Farm, Tunbridge Wells, TN3 9HU, United Kingdom

Additional Support

Taylor-Made Dreams will make reasonable adjustments to ensure everyone can access the complaints procedure, including providing information in alternative formats where required.

If you need assistance in making a complaint, please contact our support team at: hello@taylormadedreams.org.uk

Complaints Policy version 1.2. Reviewed: 18 August 2026. Next review: 18 August 2027.