Complaints Policy

How to tell us when something has gone wrong, and what we will do about it.

Our promise: we take every complaint seriously, we deal with it fairly and quickly, and making a complaint will never affect anyone’s place on the programme.

1. Who can complain
Anyone can make a complaint, including:

  • young women on the programme
  • parents, carers, key workers and support workers
  • staff at organisations that book the programme
  • members of the public

You can ask someone you trust, such as a support worker, friend or family member, to complain for you.

2. How to complain
You can:

  • email [TPS EMAIL]
  • write to [BUSINESS ADDRESS]
  • speak to Rose at the end of a session
  • tell the organisation that booked the programme, who can pass it on to us

Please tell us what happened, when it happened, and what you would like us to do to put it right. If you need help making a complaint, or would like to complain in another way, just ask.

3. What happens next

  1. We confirm we have it. We will reply within 5 working days.
  2. We look into it. We will listen to everyone involved, fairly and in private.
  3. We give you our answer. We will write to you within 20 working days, explaining what we found and what we will do. If we need longer, we will tell you why and when to expect an answer.

4. If you are still unhappy
Tell us within 20 working days of our answer, and we will look at your complaint again.

If TPS was delivered through your college, training provider or housing provider, you can also use that organisation’s own complaints process.

If your complaint is about how we used your personal information, you can contact the Information Commissioner’s Office (ICO): ico.org.uk/make-a-complaint or 0303 123 1113.

5. Safeguarding concerns
If your complaint is about someone’s safety, we will deal with it straight away under our Safeguarding Policy, not this one. If anyone is in immediate danger, call 999.

6. Keeping it private
We only share details of a complaint with the people who need to know to sort it out. We keep complaint records for 2 years, then delete them securely.

7. Learning from complaints
We look at every complaint to see what we can do better, and we make changes where we need to.

Last updated: 23.10.26. Next review: October 2027.