Thrive Leicester Complaints Policy
(Reviewed and updated in February 2026 – next review due in February 2027)
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Introduction
Thrive Leicester is committed to providing a high quality service, and as we do that we want to make sure that all who attend our groups and use our services are pleased with the services they receive. You should complain if:
- You feel that you have not been given the support you need from volunteers or representatives of Thrive
- You believe you have been treated unfairly by Thrive volunteers or representatives
- You feel that you have been discriminated against by Thrive volunteers or representatives.
We will deal with every complaint properly and try our best to solve it. We will keep a copy of your complaint and will contact you to let you know we’ve received it, and the next steps that will be taken to address the concerns you raise.
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Dealing with your Complaint
The stages below show you how your complaint will be dealt with, if we can’t solve the problem in any other way.
Stage 1: Please try and talk to the person you are complaining about, and see if you can sort it out together.
Stage 2: Speak to the Thrive Coordinator (Kat Gibson) about your concerns. (Skip this stage if your complaint relates to the Thrive Coordinator, as you will have already done this in Stage 1).
Stage 3: Write down what and who your complaint is about. Please give as much detail as possible regarding the issue of your complaint. You need to include the date you wrote it, and your name and contact details. Make sure you also include the date the incident happened (if relevant), and the names of any other people involved. Please give contact details for others involved if relevant.
Send your written complaint to Thrive leaders. If you have contact details for individual leaders within Thrive, such as the Coordinator, then send it this way – otherwise, send it via the contact form on the Thrive website.
If you can’t or don’t think you can make the complaint yourself, you can ask a someone else to do it for you. A family member or friend could help you, or you can contact the Citizens Advice Bureau. If somebody writes the letter for you, please make sure that you sign it yourself or we will not be able to investigate the matter for you.
You should complain within 4 weeks of the event happening or you realising that you have something to complain about. After this time it may prove difficult to investigate the matter properly.
We will write to you within 10 working days after we receive your complaint. We might arrange a meeting with you to talk about your complaint so we can understand more, and we will arrange to do this at a mutually convenient time within 4 weeks of receiving your complaint. You can bring somebody with you to that meeting if desired.
Stage 4: If you do not feel that the situation has been dealt with properly, you can arrange a meeting with members of the Thrive Leicester Local Oversight Group. You can request this via the contact form on the Thrive website. A representative of this Oversight Group will then contact you within 28 days. They will arrange to meet with you and discuss the matter, and will take the case to the next Oversight Group meeting where they will discuss the matter. They will then communicate to you the outcomes of their discussion about your complaint, with a recommended course of action. Their decision is final, and they will try to bring a solution that everyone involved is satisfied with.
Confidentiality: Your complaint will only be heard by the people involved, as mentioned above, and anyone else who needs to hear about it for us to be able to deal with it.
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Authorised by Thrive Coordinator, Kat Gibson
Last reviewed & updated: February 2026
Next review due: February 2027
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