Complaint process

Complaints, Compliments and Feedback 

 

At Tinnitus UK, we are committed to providing high-quality services to everyone who interacts with us. We believe the best way to improve is by listening to the people we serve — whether you have a compliment, concern, or complaint, your feedback matters. 

 

1. Our Commitment to You 

We value your views and are always looking to improve. If you’ve had a positive experience, we’d love to hear about it. If something hasn’t gone as expected, we want to know so we can put it right and learn from it. 

We handle all feedback in line with our core values: respect, integrity, support, evolve. Raising a concern will never affect the support or services you receive from us. 

 

2. Who Can Provide Feedback? 

Anyone who uses our services or acts on behalf of someone who does (for example, a friend, family member or carer) is welcome to get in touch. 

 

3. How to Provide Feedback 

You can share your feedback in any of the following ways: 

  • By emailing: info@tinnitus.org.uk 
  • By phone: 0114 250 9933 
  • By post: FREEPOST TINNITUS 
  • Or by speaking to a member of staff or volunteer directly 

We’ll make sure everything is recorded centrally so we can spot trends and make improvements. 

 

4. Complaints Process Overview 

Stage 1 – Informal Resolution 

Where possible, we aim to resolve concerns quickly and informally at the time they arise. Staff or volunteers will listen to you, try to resolve the issue and make a record of what was discussed. This helps us monitor recurring issues and take proactive steps. 

If your concern isn’t resolved or you’d prefer a more formal process, you can move to Stage 2. 

Stage 2 – Formal Complaint 

If you make a formal complaint (verbally or in writing), we will: 

  • Acknowledge your complaint within 3 working days 
  • Carry out a fair and thorough investigation, led by the CEO or an appropriate manager 
  • Provide a full response within 28 working days, or keep you informed with progress updates if more time is needed 

You’ll receive a letter or email that outlines: 

  • A summary of your concerns 
  • How we investigated 
  • What we found (including whether your complaint is upheld) 
  • Any changes or actions we’ll take 
  • An apology if we’ve fallen short 
  • Information on what to do if you’re not satisfied 

Stage 3 – Appeal or External Review 

If you’re not satisfied with our response, you can request that our Board of Trustees reviews your complaint. While this is the final stage of our internal process, we will also advise you on any external bodies you can approach — for example, the Charity Commission. 

 

5. Time Limits 

Please try to make your complaint within 12 months of the issue. However, we may consider older complaints if there’s a good reason for the delay and we’re still able to investigate. 

 

6. Monitoring and Learning 

All feedback is logged centrally and reviewed regularly. We share compliments to celebrate good practice and identify opportunities for learning. Lessons from complaints are used to improve our services and are shared during staff meetings, training, and supervision sessions. 

A regular report on complaints is also shared with our Board of Trustees to ensure transparency and accountability. 

 

7. Reviewing This Policy 

We review this policy every three years, or sooner if needed due to changes in legislation, organisational structure, or service delivery.