Freetrike Complaints Procedure
1. Our Commitment
Freetrike is committed to providing a safe, inclusive and positive experience for all participants, volunteers, partners and members of the public. We welcome feedback and take complaints seriously as an opportunity to learn and improve our services.
2. What Is a Complaint?
A complaint is an expression of dissatisfaction about any aspect of Freetrike’s activities, services, staff, volunteers, policies or procedures, where a response or resolution is expected.
This procedure does not cover:
General feedback or suggestions (which are always welcome)
Safeguarding concerns (these will be dealt with under our Safeguarding Policy)
Matters already in legal proceedings
3. How to Make a Complaint
We encourage complaints to be raised as soon as possible so they can be addressed promptly.
Complaints can be made:
In person
By email
In writing
Please include:
Your name and contact details
A clear description of the complaint
Dates, times and locations where relevant
Names of any staff or volunteers involved (if known)
What outcome you are seeking
Complaints should be sent to:
Email: Tom@rehabcycling.co.uk
or
Post: Freetrike, 1 Poundsland Cottage, Silverton, EX5 4DS
4. Informal Resolution
Where possible, we aim to resolve concerns informally and quickly. Many issues can be resolved through a discussion with a member of the Freetrike team.
If you are not satisfied with the informal response, you may submit a formal complaint.
5. Formal Complaints Procedure
1. Acknowledgement
All formal complaints will be acknowledged within 5 working days of receipt.
2. Investigation
The complaint will be investigated by a senior member of the Freetrike team who has not been directly involved in the issue.
3. Response
We aim to provide a full written response within 20 working days. If this is not possible, we will keep you informed of progress and provide a revised timescale.
4. Outcome
The response will outline:
The findings of the investigation
Any actions taken
