Updated June 2026

1. Purpose

Thrive aims to provide a high standard of service in everything we do. However, we recognise that thingscan sometimes go wrong. When this happens, we want to hear about it so that we can put matters right andimprove our services.

This policy explains how complaints can be made and how they will be handled.

2 . Complaints Policy

A complaint can be made by any individual or organisation who wishes to report dissatisfaction about theservices provided by Thrive, or about the actions or lack of action by our staff or anyone directly involved indelivering our work.

Thrive aims to handle all complaints fairly, consistently and in a timely manner.

Our approach to complaints is guided by the following principles:

• Complaints will be treated seriously and handled with respect and professionalism.
• We will aim to resolve complaints as quickly as possible.
• Complaints will be investigated fairly by an appropriate member of staff.
• Where appropriate, we will use feedback from complaints to improve our services and processes.
• Complaints relating to personal data will be referred to the Data Protection Officer or an appropriateresponsible person.

We aim to provide a full response to complaints within 14 working days. If additional time is required toinvestigate the matter fully, the complainant will be informed and provided with an update.
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All complaints will be recorded and may be reviewed periodically by senior management to identify anyrecurring issues or improvements that may be required.

3. Complaints Procedure

How to make a complaint
Complaints can be made to Thrive in the following ways:

• By email: help@mythrive.co.uk
• In writing: Meadow Barn, Elkstone Studios, Elkstone, GL53 9PQ
• By phone: 01452 922000

When making a complaint, it is helpful if the complainant provides:

• Their name and contact details
• A clear description of the issue
• Any relevant dates, documents or supporting information
• The outcome they are seeking (if applicable)

How we will investigate and respond

Once a complaint is received, Thrive will:

• Acknowledge the complaint and confirm that it is being reviewed.
• Assess the complaint and determine the most appropriate way to investigate it.
• Conduct an investigation, which may involve reviewing relevant information and speaking with theindividuals involved.
• Provide a response outlining:
• The details of the complaint
• The findings of the investigation
• Any actions taken or proposed as a result

Thrive aims to provide a final written response within 14 working days. If the matter requires more time toinvestigate, the complainant will be informed of the progress and expected timeframe.

Appeal Process

If the complainant is not satisfied with the outcome of their complaint, they may request a review.

Requests for review should be made in writing/via email and should outline:

• The nature of the complaint
• The steps already taken
• The response received
• The reasons why the complainant remains dissatisfied

A senior member of staff who has not previously been involved in the complaint will review the matter anddetermine whether further investigation is required.

Once the review has been completed, Thrive will provide a final response outlining the decision.

External Options

If the complaint relates to the handling of personal data and the complainant remains dissatisfied with theoutcome, they may have the right to raise the matter with the Information Commissioner’s Office (ICO).

Monitoring and Improvement

Thrive records complaints and may review them periodically to identify trends, improve internal processesand enhance the services we provide.