Complaints Procedure

At Activfirst, we are committed to providing high-quality services and treating everyone fairly and respectfully. We welcome feedback and take all complaints seriously. Complaints help us improve and ensure our services meet the needs of those we work with.

We aim to resolve concerns quickly, fairly and effectively.

What Is a Complaint?

A complaint is an expression of dissatisfaction about:

  • The services provided by Activfirst

  • The conduct or behaviour of our staff

  • Any aspect of our training, support or operations

How to Make a Complaint

We encourage you to raise concerns as soon as possible so they can be investigated and resolved promptly.

Step 1: Informal Resolution

Where possible, we aim to resolve concerns informally and locally.

  • Informal complaints can be raised verbally or by email

  • Many issues can be resolved quickly through discussion

  • If you are happy with the outcome, no further action is required

If the issue cannot be resolved informally, you can make a formal complaint.

Step 2: Formal Complaint

You can make a formal complaint if:

  • The issue is serious or complex

  • The informal resolution did not resolve the concern

  • You would prefer a formal investigation

How to Submit a Formal Complaint

  • Complaints should be made in writing, where possible

  • If this is not possible, complaints can be made by telephone

  • Complaints should normally be sent to the relevant Line Manager or Department Manager

If your complaint involves the Line Manager, it should be addressed to the Head of Department.  Contact details will be provided on request.

What Happens Next?

  • We will acknowledge your complaint within 5 working days

  • Your complaint will be investigated by an appropriate manager

  • We aim to provide a full written response within 15 working days

If we need more time, we will keep you informed and explain the reason for the delay.

Meetings

In some cases, we may invite you to a meeting to discuss your complaint in more detail.
Following the meeting, we will provide a written outcome within 15 working days.

Confidentiality and Anonymous Complaints

  • Anonymous complaints are not normally investigated, as this can limit our ability to carry out a fair investigation

  • We cannot always guarantee confidentiality, but where possible and requested, we will take steps to protect your identity

Appeals

If you are not satisfied with the outcome, you have the right to appeal.

Appeal to Head of Department

  • Appeals must be made in writing

  • The Head of Department will review the complaint and decide whether further investigation is required

  • A response will be provided within 15 working days

Final Appeal to Company Director

If you remain dissatisfied, you may submit a final appeal in writing to the Company Director within 10 working days of receiving the previous response.

  • The Director will review all available evidence

  • A meeting may be offered if appropriate

  • A final response will be issued within 15 working days

The decision at this stage is final.

Monitoring and Improving Our Services

All complaints are recorded and reviewed by senior staff. This allows us to:

  • Monitor themes and trends

  • Take action where improvements are needed

  • Ensure complaints are handled fairly and consistently

Confidentiality is always maintained.

Need Help Making a Complaint?

If you need support to raise a concern or make a complaint, please contact us on 01262 602598 and we will be happy to help.