Comments, Compliments & Complaints

We welcome and value feedback as this enables us to listen, learn, and to improve.

We will ensure that any comment, compliment or complaint is acknowledged, taken seriously and dealt with appropriately. Compliments and Complaints are important in providing feedback to our staff, client gardeners, volunteers and supporters. They also help shape our organisational strategy and service development.

If you would like to provide a formal compliment, please do so in one of our surveys or via email. We will be delighted to hear your feedback about what we did well and use this to further develop and improve our activities.

If you would like to make a complaint, in the first instance, please make your concerns known to the manager responsible. The manager to whom you have complained will offer assistance in making the complaint. We will acknowledge complaints with 48hrs and whenever possible resolve complaints within 10days.

If you feel unable to do this or are unsure as to whom you should speak, please address your complaint to Thrive’s National Office Manager. Your complaint will be directed to the most appropriate person.

Thrive takes all complaints seriously and will investigate each at the appropriate level, record the findings and actions, and maintain a complaints log. Thrive will deal with any complaint in a clear and straightforward way and treat everyone fairly and with courtesy. We will assist any complainant with making the complaint if requested.

We work closely with adults and children with long term health conditions or disabilities, providing personalised frontline services.

We are fully committed to safeguarding and promoting the welfare of our clients. We provide a safe and secure environment for all clients, staff and volunteers. We are committed to ensuring that our staff and volunteers understand their safeguarding responsibilities.

If you would like further information or to raise a concern, you can contact our Lead Safeguarding Officer.

If your concern relates to the Lead Safeguarding Officer, please contact the Trustee with Responsibility for Safeguarding.

At Thrive we are committed to conducting our operations with integrity and honesty, we expect all our staff and volunteers to maintain high standards.

Whistleblowing relates to the disclosure of information related to suspected wrongdoing, such as a breach of legal requirement or general malpractice, such as immoral or unethical conduct.

In the first instance, whistleblowing concerns should be raised with the Chief Executive Officer, who will arrange an investigation of the matter.

If you are concerned that the Chief Executive Officer is involved in the wrongdoing, you should raise the matter with the Chair of the Board of Trustees.