Complaints procedure
REE-CHARGE CIC LTD
Last updated: 18 February 2026
Next review due: February 2027
Our Commitment
REE-CHARGE CIC LTD is committed to providing safe, respectful, and high-quality wellbeing support to all members of our community.
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We welcome feedback about our services and take complaints seriously. Complaints help us improve our services, strengthen accountability, and ensure that everyone accessing our support is treated fairly and with dignity.
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No person will be treated unfairly for raising a concern or complaint.
How to Make a Complaint
You can submit a complaint in any of the following ways:
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Email: directors@ree-chargecic.co.uk
Post Or In Person:
15–17 Bull Street
West Bromwich
B70 6EU
United Kingdom
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If you need help submitting a complaint, we will provide reasonable support, including explaining the process or assisting you to put your concerns in writing.
What Happens Next
Step 1 — Acknowledgement
We aim to acknowledge your complaint within 5 working days.
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Step 2 — Review
Your complaint will be reviewed by an appropriate senior representative of REE-CHARGE CIC LTD who was not directly involved in the matter where possible.
We may contact you to request additional information if needed.
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Step 3 — Response
We aim to provide a full written response within 20 working days.
If more time is required due to complexity, we will inform you and explain the reason for any delay.
Safeguarding Concerns
If a complaint involves:
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Allegations of harm
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Risk to a child or vulnerable adult
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Serious misconduct
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Immediate safety concerns
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It will be handled under our safeguarding procedures and may be referred to appropriate external authorities where necessary.
If You Are Not Satisfied With the Outcome
If you remain dissatisfied after receiving our response, you may request that the complaint be reviewed internally.
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If appropriate, we may also advise you of relevant external bodies or services that can provide independent advice or support.
Confidentiality and Fairness
All complaints will be handled:
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Respectfully
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Confidentially where possible
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Fairly and without discrimination
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In accordance with our organisational procedures
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Information will only be shared where necessary to investigate the complaint or where safeguarding responsibilities require it.
Data Protection Complaints
If your complaint relates to how REE-CHARGE CIC LTD has handled your personal information, you also have the right to raise your concern with the Information Commissioner’s Office (ICO), the UK supervisory authority for data protection issues.
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You can contact the ICO via their website at:
https://www.ico.org.uk
We encourage you to contact us first so that we can try to resolve your concern directly.
Continuous Improvement
We monitor complaints to help improve our services, identify learning opportunities, and strengthen the safety and effectiveness of our support for the community.