At Volunteer TimeBank, we are committed to treating everyone with fairness, dignity, and respect. If you have a concern or complaint about any part of our work, we want to hear from you so that we can put things right and learn for the future.

• Informal concerns: Please raise the matter with the relevant person if you feel comfortable to do so. Many issues can be resolved quickly this way.

• Formal complaints: If you are not satisfied, please email us at help@volunteertimebank.com. We will acknowledge your complaint within 5 working days and aim to respond fully within 20 working days.

• Safeguarding concerns: If your complaint relates to the safety or wellbeing of a child or vulnerable adult, we will take immediate action and, if necessary, refer the matter to the relevant statutory authorities (e.g. police, social services).

• Confidentiality: All complaints will be handled in line with our safeguarding and data protection responsibilities. Your information will be kept confidential unless disclosure is required by law or necessary to protect someone from harm.

We value feedback and are committed to learning from every complaint to improve our services.