What to expect

Here at Kick It, we strive to provide the best experience for staff and stakeholders. We love feedback – positive, negative or neutral. We review all feedback regularly and use it to improve your experience.

We make it our business to fully commit to:

• welcoming all feedback and every complaint in a positive way
• being thorough and fair when dealing with a complaint or feedback
• giving a fair and accountable response

How to give feedback or make a complaint 

A complaint is an expression of dissatisfaction made to Kick It, either written or spoken, and whether justified or not, which requires a response.

Whether you want to tell us something positive, negative or neutral, you can do so by phone, email, or by speaking with one of our team.

Call: 02034 342500

Email: [email protected]

It’s human nature to shout and scream about the things that upset us, but we’d also love to hear when you think we’re doing things well – we’d also like to acknowledge our Team when they are going above and beyond!

What happens next

• Pass your feedback/complaint on via phone, email or in person.
• Your feedback/complaint will be logged, acknowledged and investigated by our team.
• One of our team will be in touch within 3 working days. If you are not satisfied, please let us know and we will investigate further.
• Where an investigation takes longer than 3 working days, deadline for response should also be provided.
• Where a complaint is being made via a third person (family member, advocate), we may require written consent from the complainant as authorisation.

Need additional support?

If you need additional support, please don’t hesitate to contact us by phone on 02034 342500 or by emailing [email protected].

Complaints handling

We monitor and review all complaints on a regular basis to ensure we learn from feedback. Complainants will be kept informed on the progress of the complaint made.

We deal with every complaint in a sensitive, confidential manner unless there is a legal request or safeguarding issue, in accordance with GDPR 2018 regulations.

Complainants will not be discriminated against. A complainant’s support and participation at Kick It will not be affected if they make a complaint, or if somebody complains on their behalf.