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Feedback and Complaints Policy


  1. Dialled In aims to deliver excellence in everything that we do. We recognise that this may fall short at times and we want to know about these occasions. We take all concerns and complaints seriously and welcome all feedback as this provides us with opportunities to improve our work. 

  2. A complaint is an expression of dissatisfaction, whether justified or not. Everyone has the right to make a complaint regarding their experiences of Dialled In’s activities and communications with any of our employees, and will not be discriminated against because of it. 

  3. In order to maintain the standards we strive to achieve we have this policy to deal with any complaints or concerns sensitively and promptly.

Our Policy

  1. We value our good relationships and wherever possible, we will make sure that complaints are resolved sensitively and promptly and that relationships are repaired.

  2. All complaint information will be handled in confidence following the Data Protection Act 2018. Only those who need access to deal with the complaint will be party to relevant confidential information.

  3. You can expect to be treated with fairness and respect and fairness at all times. We expect that you will also treat our employees or representatives dealing with your complaint with the same.

  4. We will not treat anyone less favourably in line with the Equality Act 2010

  5. When we get things wrong we will act to accept responsibility and apologise, explain what went wrong and why, and put things right by making any changes to policies and practices where proportionate and sensible to do so.

Making a Complaint

  1. If you are unhappy with any of our services please speak to a member of staff directly or use any of our feedback mechanisms. Often issues can be dealt with immediately as they arise. 

  2. In case the complaint cannot be dealt with at this stage, please contact us via email to and the relevant member of staff will contact you to deal with it. 

  3. When making a complaint, it is helpful if you could include the following information:

    • Tell us why you are making a complaint

    • Describe clearly what happened – please include the date, time and location of the incident.

    • Tell us what you would like us to do.

    • Please provide your full name, email address and contact phone number,

    • Tell us how you would prefer us to contact you and whether you have any access requirements.

      If appropriate, please send us any documents that support your complaint.

  4. You should aim to make your complaint within one month of the event occurring.​

Complaints Procedure

  • Stage 1 - Informal resolution 

    • You can most easily resolve complaints by raising them when the problem occurs and with those directly involved. In case the complaint cannot be resolved at this stage, you should then refer the complaint for formal resolution under stage two.

  • Stage 2 - Formal resolution

    • Our aim is to investigate your complaint properly and give you a reply setting out how the problem will be dealt with. 

    • You will receive an acknowledgement of your complaint within 5 working days and we expect to have a final response for you within a reasonable time, normally within 21 days working days. Sometimes we will not be able to send a full reply within this timeframe, for example if your complaint is very complex. If this happens, we will tell you the reason why and provide an updated timeline, keeping you fully informed of progress.

    • If a criminal offence is alleged, then the police will be informed and any investigation will be passed to them. Likewise, if a safeguarding issue is raised, it will be reported to the relevant authorities.

  • Stage 3 - Review of complaint

    • If you are not satisfied with the response please email the Chair of our Advisory Board who will decide on any further steps to resolve the situation. The Advisory Board may at this stage appoint an external advisor.

Data Protection Policies


We take your privacy seriously and are committed to protecting your personal data. This policy sets out how we collect, use, store, and protect your personal information when you visit our website and/or use our services.

What Information We Collect

We may collect the following information about you:

  1. Name

  2. Contact information including email address

  3. Demographic information such as postcode, preferences and interests

  4. Other information relevant to customer surveys and/or offers

How We Use Your Information

We require this information to understand your needs and provide you with a better service, and in particular for the following reasons:

  1. Internal record keeping.

  2. We may use the information to improve our products and services.

  3. We may periodically send promotional emails about new products, special offers or other information which we think you may find interesting using the email address which you have provided.

How We Protect Your Information

We are committed to ensuring that your information is secure. In order to prevent unauthorised access or disclosure, we have put in place suitable physical, electronic and managerial procedures to safeguard and secure the information we collect online.

How Long We Keep Your Information

We will keep your personal information for as long as necessary to provide you with the services you have requested from us.

Your Rights

You have the right to request access to, correction or erasure of, and the right to restrict or object to the processing of your personal data. If you wish to exercise any of these rights, please contact us using the details provided at the end of this policy.

Data Protection Policy for Third-Party Data Collection Activities


We use third-party services to improve the user experience of our website and better understand how our visitors use our website. This policy sets out how these third-party services collect and use your personal data.

What Information We Collect

We use the following third-party services on our website:

  • Google Analytics: to help us understand how visitors use our website and to improve the user experience.

What Information They Collect

These third-party services may collect the following information about you:

  • IP address

  • Device information (such as device type and operating system)

  • Geographic location

  • Behavioural information (such as pages visited and time spent on each page)

How They Use Your Information

These third-party services use your personal information for the following purposes:

  • To provide us with information about how visitors use our website.

  • To improve our website and services.

How They Protect Your Information

These third-party services are committed to protecting your personal data and have implemented appropriate technical and organisational measures to protect your data.

How Long They Keep Your Information

The length of time that these third-party services retain your personal data depends on their individual policies. For more information on their data retention policies, please refer to their respective privacy policies.

Your Rights

You have the right to object to the use of your personal data by these third-party services. For more information on how to exercise your rights, please refer to their respective privacy policies.

Contact Details

If you have any questions or concerns about our data protection policies, please contact us at

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