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If you have any comments or feedback on any aspect of our services, or would like to offer a compliment or make a complaint, then please do get in touch.

Compliments are always welcome. They are important in providing positive feedback to our staff, client gardeners, volunteers and supporters and they also help shape our organisational strategy and service development. They are a good indicator of satisfaction and appreciation. We will ensure that any comment, compliment or complaint is acknowledged, taken seriously and dealt with appropriately.

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, and assist any complainant with making the complaint if requested. Victimisation of a complainant, or deterring anyone from making a proper complaint, will not be tolerated. Thrive commits to:

  • Acknowledge complaints within 48 working hours and issue a copy of the complaints procedure with the acknowledgement if requested
  • Resolve complaints within 10 working days whenever possible
  • Offer advocacy and assistance with the procedures to the appropriate level within the organisation
  • Escalate complaints in accordance with the procedures to complainants
  • Produce a complaints log which will be monitored at senior management meetings and made available to the HR sub-committee and the Board of Trustees.

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