Complaints Procedure

Last updated: 8 April 2026 · Ground Roots Community Interest Company (Company No. 15962442)

1. Our commitment

We want to hear when something has gone wrong so we can put it right and improve. This procedure explains how to complain and what you can expect from us.

2. How to complain

Please send your complaint in writing to:

• Email: [email protected] (subject: “Formal complaint”)
• Post: Ground Roots Community Interest Company, Unit 21, 384 Abbott Road, London, E14 0UX

Include:

• Your name and preferred contact details;
• What happened, when, and where;
• Who was involved (if known);
• What outcome you are hoping for.

3. Timescales

We will acknowledge your complaint within 5 working days of receipt. We aim to provide a full written response within 20 working days. Complex cases may take longer; if so, we will explain the delay and give a revised date.

4. How we handle complaints

A designated lead will review your complaint fairly and confidentially. We may need to speak to staff, volunteers, or others present. We will share information only as needed to investigate and respond, or where the law requires (including safeguarding referrals).

5. Outcomes

Our response will explain what we found, any actions we will take, and how to escalate if you remain dissatisfied (where applicable).

6. Escalation

If you are not satisfied with our final response, you may refer the matter to the relevant regulator or ombudsman where one applies to your situation. For community interest companies, general queries may also be directed to Companies House for corporate matters; safeguarding concerns should always be reported through the appropriate channels without delay.

7. Record-keeping

We keep a record of complaints and outcomes in line with our data retention policy (see our Privacy Policy).