Complaints Procedure

If you have a complaint about Stage One, we welcome you to get in touch and will do our best to resolve the issue. We aim to deal with all complaints fairly, efficiently and effectively, and ensure all complaints are handled consistently.

Who can submit a complaint?

Anyone we engage with – including those currently on a programme with us, those applying to us, freelancers and mentors. If employees wish to make a complaint, they should refer to our internal policies.

If you wish to make a complaint specifically about fundraising, please refer to our Fundraising Complaints Policy.

Submitting a complaint about Stage One

To submit a complaint, please contact [email protected] or call 020 7557 6737. You can also write to us at:

Stage One
32 Rose Street
London
WC2E 9ET

Please submit your complaint as soon as possible after the incident. Stage One will acknowledge receipt within 5 working days. Your complaint will be handled by a senior member of the team or the Chair of Trustees, with the aim of resolving the matter within 30 working days.

Escalating your complaint

If you are not satisfied with the outcome, you can submit a complaint directly to the Charity Commission. Please note you must contact us directly before escalating to the Charity Commission.

Monitoring complaints

Complaints are monitored and reported to our Board. We keep a record of the number of complaints received. This does not contain any personal information which identifies the complainant.

Last reviewed: July 2024
Next review: July 2025