Complaints
We are committed to providing high‑quality services and a positive experience for everyone who uses Bluesci. If something has gone wrong, we want to know about it so we can put things right and learn from it. This page explains how to make a complaint, what will happen next, and the timescales you can expect.
Anyone can make a complaint about any aspect of our services or centres. This includes service users, visitors, partners, volunteers, and members of the public.
A complaint can be made by phone, email or in writing. You can also raise a concern with any member of staff, who will make sure it is passed on appropriately. We aim to deal with complaints quickly, fairly, and openly. Wherever possible, we will try to resolve issues informally and at an early stage. Making a complaint will not affect your ability to use our services, and staff will treat you with respect throughout the process.
Stage 1: Informal complaint
Many concerns can be resolved quickly and informally. You can make an informal complaint to the Centre or Service Manager for the service that you are accessing and/or have a concern about. This can be done in person to any team member, or by emailing the manager (their emails are available on our Contact Us page). Following this;
- A Centre or Service Manager will look into the issue as soon as possible
- We will acknowledge your complaint and respond within 5 working days
- We will explain what we have found and any actions taken
If your complaint involves a partner organisation or community group using our centres, we will explain this clearly and, where appropriate, support you with a handover or help mediate the issue.
If you are not satisfied with the outcome, you can ask for your complaint to be reviewed formally.
Stage 2: Formal complaints
Formal complaints are usually made in writing and may relate to more serious or complex issues. Formal complaints are handled by our Senior Manager, Adam Rothwell, who you can contact by emailing: adam@bluesci.org.uk. If you would like support to make a complaint or need information in a different format, please speak to a member of staff or contact us by email.
We will:
- Acknowledge your complaint within 5 working days
- Complete the investigation within 20 working days
- Aim to provide a full response and outcome within 35 working days
If there are delays, we will keep you informed. If your complaint relates to safeguarding, safety, discrimination, or serious misconduct, it will be handled sensitively and with appropriate urgency.
Stage 3: Appeal
If you are unhappy with the outcome of a formal complaint, you can appeal. Appeals are reviewed by our Chief Executive Officer, Lindsey Mallory, who can be contacted by emailing: lindsey@bluesci.org.uk. The CEO will consider whether the complaint was handled fairly, thoroughly, and in line with our procedures.
At this stage, our internal complaints procedure has been exhausted and any decisions made are final. If you are remain dissatisfied, you may then choose to raise the issue with a relevant external body, such as a funder, commissioner, or statutory authority.
Feedback and learning
All complaints are recorded and reviewed so that we can improve our services. We regularly share learning from complaints with senior staff and our Board.