Complaints

1. Who this applies to

ShinyMe Ltd, a company registered in England and Wales (company number 16540875), and anything delivered in its name, including by associate practitioners.

Anyone can complain: a participant, somebody supporting a participant, or an organisation that commissioned the work. Complaining will never affect the service you receive.

2. How to complain

Email Holly directly, or use the contact form — both are linked at the foot of this page. Put “Complaint” in the subject line if you can, so it is not treated as a general enquiry.

If you would rather not write to Holly directly — for example because the complaint is about her — say so and ask for it to be handled independently, and it will be.

• What happened, and roughly when.
• Who was involved, if you know.
• What you would like us to do about it.
• How you would like us to reply, and any adjustment you need in how we correspond.

3. What happens next

These are the timescales we hold ourselves to. They are working days, and we will tell you if something is going to take longer than we said rather than letting the date pass.

• We acknowledge your complaint within 3 working days, and tell you who is handling it.
• We give you a full response within 15 working days. If we need longer — because somebody involved is away, or we need information from a third party — we will tell you before day 15, explain why, and give you a new date.
• The response will say what we found, what we are doing about it, and what we are changing so it does not happen again, if anything.

4. If you are not satisfied

Tell us within 20 working days of our response and say why. The complaint will be reviewed again, by somebody who was not involved in the original response where that is possible, and you will get a final written answer within a further 15 working days.

If the work was commissioned by an organisation — a local authority, a college, a university or an employer — you can also raise it through their own complaints procedure. We will cooperate fully with any review they carry out.

5. Complaints about data

If your complaint is about how we have handled your personal data, you can complain to us using this procedure, and you also have the right to complain directly to the Information Commissioner’s Office at ico.org.uk. You do not have to come to us first.

Our privacy policy sets out what we collect and why.

6. How we record complaints

Complaints are recorded so we can see patterns, and are kept for three years. The record includes what was raised, what we did and what changed. Where a commissioner needs assurance, we can report the number and type of complaints received without identifying anybody.

We will not share your complaint with anybody who does not need to see it to resolve it, unless you ask us to or we are required to by law or by safeguarding duties.

7. Review and contact

This procedure is reviewed at least annually, and sooner if how we work changes materially.

ShinyMe Ltd, registered in England and Wales, company number 16540875.