Public Feedback and Complaints Policy
Policy reviewed June 2023
We are committed to continually improving our work and our impact at Reclaim The Frame. Integral to this process is taking on board feedback, which we welcome. Whether you’ve had a positive experience with us, a negative one, or a suggestion for next time, we want to hear it. It all helps to inform how we can grow our impact, and the safe and accessible spaces we aim to create.
If you have a complaint, please contact us with the details by email. We have eight weeks to consider your complaint. If we have not resolved it within this time you may complain to the Legal Ombudsman (via the address below).
What will happen next?
1. We will send you a letter acknowledging receipt of your complaint within three days of receiving it, enclosing a copy of this procedure.
2. We will then investigate your complaint. This will normally involve passing your complaint to our Director, Melanie Iredale, who will review your matter file and speak to the member of staff who acted for you.
3. Melanie will then invite you to a meeting to discuss and hopefully resolve your complaint. She will do this within 14 days of sending you the acknowledgement letter.
4. Within three days of the meeting, Melanie will write to you to confirm what took place and any solutions she has agreed with you.
5. If you do not want a meeting or it is not possible, Melanie will send you a detailed written reply to your complaint, including her suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter.
6. At this stage, if you are still not satisfied, you should contact us again and we will arrange for someone unconnected with the matter outside of the organisation to review the decision, or appropriate alternative such as another mediator to review the decision.
7. We will write to you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.
8. If you are still not satisfied, you can then contact the Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ about your complaint. Normally, you will need to bring a complaint to the Legal Ombudsman within six months of receiving a final written response from us about your complaint or within six years of the act or omission about which you are complaining occurring (or if outside of this period, within three years of when you should reasonably have been aware of it).
For further information, you should contact the Legal Ombudsman on:
0300 555 0333