Complaints
If we get something wrong, we would rather hear it from you than not hear it.
Complaining will never affect how you or your child are treated at a Benzone session. That is worth saying plainly, because people worry about it.
Some things go elsewhere
Three kinds of concern have a faster or more appropriate route than our complaints process.
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A concern about a child
This does not go through a complaints process. If a child is in immediate danger call 999. Otherwise use the routes on our safeguarding page, which reach people who can act today.
Safeguarding and how to raise a concern → -
How we handled your personal information
Tell us first if you can, but you have the right to go straight to the Information Commissioner's Office at any point without coming to us at all.
What we do with your information → -
Whether we are meeting our community purpose
A community interest company is regulated. If you believe Benzone is not serving the community purpose it was set up for, the CIC Regulator takes complaints about that directly.
Office of the Regulator of Community Interest Companies →
Everything else: how it works
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Tell us
Email, phone or write to us. Say what happened, when, and what you would like us to do about it. You can ask someone else to complain on your behalf.
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We acknowledge it
Within five working days, so you know it reached a person rather than an inbox.
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We look into it
Within twenty working days we will tell you what we found and what we are doing. If it is going to take longer than that, we will tell you why and when to expect an answer.
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If you are still not satisfied
Ask for it to go to the board of directors. They will review it independently of whoever handled it first and write to you with a final response.
How to reach us
University of South Wales, F.A.O Startup Stiwdio, Trbio15, Treforest, Pontypridd, CF37 1DL
If writing is difficult, call and we will take the complaint down and read it back to you before we act on it.
Complaining anonymously
You can. We will look into an anonymous complaint as seriously as a named one.
The only thing we lose is the ability to come back to you, so if the answer depends on a detail only you have, we may not be able to reach a conclusion. We will still record it, and a pattern of anonymous complaints tells us something on its own.
What we do with complaints afterwards
Every complaint is recorded, and the board sees a summary. That is how a recurring problem gets noticed rather than being resolved politely five separate times. Where a complaint changes how we run something, we say so in our reporting rather than quietly fixing it.
How we are governed and who is accountable is set out on our governance page.