Complaints Policy

How to tell us if something has gone wrong, and what we will do about it.

We want everyone who works with us to have a good experience. If something goes wrong, we want to know, so we can put it right and learn from it. Anyone can complain: a young person, a worker, a parent or carer, an organisation or a member of the public. Making a complaint will never affect a young person’s place on the programme.

If your concern is about the safety of a young person, don’t wait for this process. Contact our Safeguarding Lead straight away (see our Safeguarding Policy) or call 999 in an emergency.

How to complain

  • Email info@brightlineyouthsupport.co.uk
  • Call or text [PHONE NUMBER]
  • Tell Rose or Stanley in person at a session
  • Ask your personal adviser, key worker or someone you trust to contact us for you

Tell us what happened, when, and what you would like us to do. You don’t need to use any special words or forms.

What happens next

  1. We will thank you and confirm we have your complaint within 3 working days.
  2. We will look into it fairly. We may ask to talk to you to understand what happened.
  3. We will send you a full reply within 20 working days. If we need longer, we will tell you why and when to expect it.
  4. Our reply will say what we found, whether we agree, and what we will do to put things right.

If you are not happy with our reply

Tell us, and the founder who wasn’t involved will review your complaint and reply within 20 working days. If your complaint is about a programme booked by a care provider or council, you can also use their complaints process.

If your complaint is about how we used your personal information, you can go to the Information Commissioner’s Office at ico.org.uk/make-a-complaint once you have told us first.

How we learn from complaints

We keep a private record of every complaint and what we did. We look at these regularly to improve the programme. We keep complaint records for 6 years.

Last updated: 23.10.26. Next review: October 2027.

 

 

 

6 of 8: Accessibility Statement (Webador page name: Accessibility)

Accessibility Statement

How we make our website and sessions easy for everyone to use.

Our website

We want everyone to be able to use this website, including people who use screen readers, zoom in, or find reading difficult. We aim to meet the Web Content Accessibility Guidelines (WCAG) 2.2 at level AA, the recognised standard for accessible websites. We try to:

  • write in plain English with short sentences
  • use clear headings and colours that are easy to read
  • add descriptions to images for people who can’t see them
  • make sure the website works on phones and can be zoomed in

Our sessions

We want every young person to be able to take part. Before the programme starts, we ask about anything that would help, such as:

  • step-free access and accessible toilets
  • printed materials in larger text or a different colour
  • extra time, breaks or a quiet space
  • support for reading, writing, language or neurodiversity, such as ADHD, autism or dyslexia

Just tell us, or ask your worker to tell us. We will do our best to make it work.

Need something in a different format?

If you need any information from this website in a different format, such as large print, a Word document or easy read, email info@brightlineyouthsupport.co.uk. We will reply within 3 working days.

Tell us about a problem

If something on the website is hard to use, please let us know at info@brightlineyouthsupport.co.uk so we can fix it.

Last updated: 23.10.26. Next review: October 2027.