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Reach out to us for more information.

Or contact us by mail:

Addicts To Athletes, PO Box No. 485, Barnstaple, EX32 2LB

Want to make a complaint?

Complaints Policy & Procedure

1. Purpose

We are committed to providing high-quality services and acting with integrity. If something goes wrong, we want to know so we can put it right, learn, and improve.

2. Scope

This policy covers complaints about:

• Our services or activities

• The behaviour of our staff, trustees, or volunteers

• The way we have handled a previous complaint

It does not cover:

• Matters already subject to legal proceedings

3. How to Make a Complaint

You can contact us by:

• Email: complaints@addictstoathletes.org

• Post: Addicts To Athletes, PO Box No. 485, Barnstaple, EX32 2LB

• Phone: 07301537575

Please include:

• Your name and contact details

• What happened, when, and where

• Any supporting evidence

4. Our Process

• Stage 1 – Informal Resolution: We will try to resolve your concern quickly and informally within 5 working days.

• Stage 2 – Formal Investigation: If unresolved, we will acknowledge your complaint within 3 working days and investigate. You will receive a written response within 20 working days.

• Stage 3 – Appeal: If you are unhappy with the outcome, you can appeal in writing within 10 working days. An independent trustee will review and respond within 20 working days.

5. If You’re Still Not Satisfied

If your complaint remains unresolved, you can contact the Charity Commission for England and Wales via their website.

6. Confidentiality

All complaints will be handled sensitively, and information will only be shared with those who need to know.

7. Monitoring and Learning

We record all complaints and review them annually to improve our work.

Approved by the Board on: 28/05/2026

Next review date: 28/11/2026

Contact

admin@addictstoathletes.org

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Registered Charity Number: 1214683

Our work is funded by