1. Why This Policy Exists
Sparkle is committed to creating safe, inclusive, and empowering spaces. We welcome feedback, including complaints, as part of staying accountable to our community.
This policy explains how to raise concerns and how we will handle them.

2. Who Can Use This Process
• Service users and attendees
• Volunteers and supporters
• Partners and stakeholders
• Members of the public
 

3. What You Can Raise Concerns About
• Delivery of services, activities, or events
• Conduct of staff, volunteers, trustees, or representatives
• Communications or fundraising activity
• Decisions affecting involvement
• Perceived breaches of Sparkle’s values or policies
 

4. What This Policy Does Not Cover
• Employment or HR-related matters
• Safeguarding concerns (handled under separate procedures)
 

5. How to Raise a Concern or Complaint
You can raise concerns in the following ways:

• Email: complaints@sparkle.org.uk

• In person at an event or activity

• In writing to Sparkle’s registered address

 

To help us respond, include details of what happened, when, who was involved, and your desired outcome if applicable.
Speak to a member of the Sparkle team at an event or activity at the time of the incident. Any concerns raised in this way will be treated in confidence.

6. What Happens Next
We aim to acknowledge complaints within 5 working days.
We aim to provide a full response within 15 working days.
If more time is needed, we will keep you informed.

 

7. If You Are Not Satisfied
You can request a review by Sparkle’s Trustees.
• Email: trustees@sparkle.org.uk
A response will be provided within 15 working days.
 

8. External Review
If you remain dissatisfied, you may contact the Charity Commission or relevant regulatory body.
 

9. Confidentiality
All complaints are handled sensitively and shared only where necessary.
Raising a complaint will not affect your access to services.
 

10. Learning From Feedback
Complaints are reviewed to improve services, identify patterns, and strengthen delivery.

11. Policy Review
This policy is reviewed regularly by the Board of Trustees.
Last reviewed: 04/05/2026

12. Contact
Email: info@sparkle.org.uk