Complaints Policy
We want people to have a positive experience with Uplift Me. If we get something wrong, we want to know about it so we can put things right and improve.
Stage 1: Tell us what happened
The easiest way to raise a complaint is to email us. Include, where you can:
- Your name and contact details
- What happened
- When it happened
- What you would like us to consider
How to contact us
You can raise a complaint anonymously where appropriate. Please be aware this may limit our ability to investigate fully or come back to you with an outcome.
Acknowledgement
We aim to acknowledge complaints within 5 working days of receiving them.
Our response
We aim to provide a substantive response within 20 working days.
If we genuinely need more time, we will contact you, explain why and let you know when to expect our answer.
Stage 2: Escalation
If you remain dissatisfied with our response, you can ask for the complaint to be escalated. Wherever practicable, it will be reviewed by a senior person or trustee who was not materially involved in the original decision.
External regulators
Some matters fall within the remit of external regulators. Serious concerns about the governance or operation of a Scottish charity may be raised with the Office of the Scottish Charity Regulator (OSCR) where appropriate.
OSCR does not adjudicate ordinary customer service complaints, so we would always encourage you to speak with us first so we can try to put things right.
Privacy and data protection complaints can be raised with the Information Commissioner's Office (ICO) after you have had the opportunity to raise the issue with us.
Safeguarding
If a complaint raises a safeguarding issue, we will immediately transfer it into our safeguarding process, which you can read on our Safeguarding page.
No retaliation
People should be able to raise genuine concerns without being treated unfairly for doing so. Raising a good-faith complaint will never count against you in any part of your involvement with Uplift Me.
Review
This policy is owned by the Board of Trustees. It was last reviewed on 12 September 2026 and will be reviewed within 12 months, or earlier if law, guidance or our operations materially change.