At SHINE we always do our best to provide the highest possible quality of service to those individuals or organisations that we interact with in any way.

However, we acknowledge that there may be occasions when things go wrong or you are dissatisfied with us and may wish to complain. When this does happen we want to hear about it, deal with the situation as quickly as possible and put measures in place to stop it happening again. We take complaints very seriously and we treat them as an opportunity to develop and improve.

If you do have an issue you wish to raise with us, you can get in touch with us in the following ways:

Call the SHINE office on 0113 280 5872 and speak to a member of staff. The office is open Monday to Friday, 9am – 5pm. Outside of these hours, you can leave us a message and someone will get back to you as soon as possible.

You can also email us at: info@shinetrust.org.uk or write to us at:

SHINE Trust Princes Exchange, 2 Princes Square, Leeds, LS1 4HY

Please include your name, address and contact telephone number in your email or letter so that we can get back in touch with you easily.

We endeavour to respond fully and conclusively to all complaints within 10 working days. However, you will receive an acknowledgement of your complaint within the first five days of receipt. In more complex situations where an immediate response is not possible, we will investigate the matter and get back to you as quickly as we can. We will record your complaint and between us we can agree on the best way and time to get back in contact with you.

If you remain unhappy with the resolution of your complaint, please contact us again and your complaint will be passed to the Chief Executive Officer for their consideration. The Chief Executive Officer will respond to you directly as soon as possible and always within 20 working days.

SHINE is committed to the highest standards in fundraising practice. If your complaint is to do with fundraising and you feel that it has been unresolved by us, then the Fundraising Regulator can investigate your complaint.

You must contact them within two months of receiving your response from us.

Contact can be made via the online complaints form, or via telephone: 0300 999 3404

Alternatively, if your complaint is related to another area of our work and you do not feel completely satisfied by our response then you can contact The Charity Commission at the address below.

The Charity Commission

PO Box 1227, Liverpool, L69 3UG

0845 3000 218

www.charity-commission.gov.uk