Complaints Procedure

Last reviewed: 4 August 2026

Angie's Heart of Hope CIC aims to provide a high standard of support and service. We recognise that sometimes things can go wrong, and we welcome feedback as a way to improve. This page explains how to raise a complaint and what will happen next.

How to make a complaint

Email us at angieheartofhope@gmail.com with details of your concern. Please include your name, contact details, and as much detail as possible about what happened and when.

What happens next

1. Acknowledgement: we aim to acknowledge your complaint within 5 working days.
2. Investigation: we will look into the matter fairly and thoroughly. This may involve speaking to you or others involved.
3. Response: we aim to provide a full response within 20 working days. If it will take longer, we'll let you know why and give a revised timescale.
4. Outcome: we'll explain what we found and, where appropriate, what action we're taking as a result.

If you're not satisfied

If you remain unhappy after our response, you can ask us to review the matter again, or you may be able to raise the issue with the Regulator of Community Interest Companies, particularly if your concern relates to how the CIC is governed or its statutory asset lock: gov.uk — CIC Regulator.

Our commitment to you

Making a complaint will never negatively affect the support or service you receive from us. We treat every complaint as an opportunity to learn and improve.

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