Complaints Policy

Statement

Northern Heartlands welcomes complaints as an opportunity to learn and improve for the future, as well as a chance to put things right for the person or organisation that has made the complaint.

We are committed to handling all complaints fairly, promptly, and respectfully, and to using feedback to strengthen our work and relationships.

This policy sets out how Northern Heartlands receives, investigates, and resolves complaints from members of the public, partners, donors, beneficiaries and other stakeholders.

Policy

Definition of a complaint

A complaint is any expression of dissatisfaction, whether justified or not, about any aspect of Northern Heartlands including our administration, staff, freelancers, processes, or services.

This policy does not cover staff complaints, which are addressed through Northern Heartlands’ Grievance Procedure.

Our commitments

Northern Heartlands will:

Provide a clear, accessible complaints procedure.
Ensure all staff and freelancers know how to respond to complaints.
Investigate complaints fairly, proportionately, and in a timely manner.
Seek to resolve issues and repair relationships wherever possible.
Handle all complaint information sensitively and in line with data protection requirements.
Record complaints and use them to improve our services and processes.

Confidentiality

All complaint information will be handled sensitively, telling only those who need to know and following any relevant data protection requirements.

How to make a complaint

You can contact us in any of the following ways:

In person: speak directly to a staff member or freelancer.
Phone: 01833 200220
Email: info@northernheartlands.org
Post: Northern Heartlands, 3 Witham Studios, Hall Street, Barnard Castle, DL12 8JB
Social media: we will respond offline within 48 hours.

We will acknowledge all complaints within 48 hours where contact details are provided. We will aim to update a complainant on progress or resolution within 10 working days.

Policy Review Date: June 2026

Board Approved Date: 7th August 2026

Next Review Date: June 2027