Complaints Policy
We take all complaints seriously and aim to resolve any concerns quickly and fairly. This policy explains how to raise a complaint and what to expect.
Our commitment
Reel Impact Angling is committed to providing a high-quality service. If something goes wrong or you're unhappy with any aspect of our programme, we want to know so we can put it right and learn from it.
How to make a complaint
You can make a complaint by:
- • Email: [email protected]
- • Phone: 07931 117604
- • In writing to: The Essex Hub CIC
Please include as much detail as possible, including dates, what happened, and how you would like us to resolve the issue.
What happens next
We will acknowledge your complaint within 3 working days.
We will investigate your complaint thoroughly and fairly. This may involve speaking to staff members involved and reviewing any relevant records.
We aim to provide a full response within 14 working days. If we need more time, we will let you know and explain why.
Our response will explain what we found, whether we uphold your complaint, and what action we will take (if any).
If you're not satisfied
If you're not satisfied with our response, you can request a review by a director of The Essex Hub CIC. Please put your request in writing, explaining why you remain dissatisfied.
We will acknowledge your request within 5 working days and aim to complete the review within 21 working days.
Safeguarding concerns
If your complaint involves a safeguarding concern about a child or vulnerable adult, we will follow our safeguarding procedures. This may involve reporting to relevant authorities regardless of whether a formal complaint is made.
Anonymous complaints
We accept anonymous complaints, but please be aware this may limit our ability to investigate fully or respond to you directly.
Learning from complaints
We use complaints to improve our services. All complaints are recorded and reviewed regularly to identify patterns and areas for improvement.
Contact us
If you have any questions about this policy, please contact us:
Email: [email protected]
Phone: 07931 117604