Complaints procedure

If you're unhappy about anything we do, or have an idea about what we could do differently next time, we want to hear about it

A New Direction is committed to respecting the voice and views of everyone we work with.

If you're unhappy about anything we do, or have an idea about what we could do differently next time, we want to hear about it.

We know sharing a concern or complaint can be difficult sometimes, so want to reassure you that any and all feedback is taken seriously and treated sensitively.

How to make a complaint

If you’ve been dealing with someone at AND already, you can send your complaint directly to them.  

If you would prefer not to, or aren’t sure who to get in touch with, you can share feedback, concerns or complaints at any time by emailing us at

Please include the word 'complaint' in the subject line, and please share as much detail as possible in your email so that we are best able to investigate and respond to your complaint.

We treat complaints sensitively and aim to keep them confidential, however where relevant we may involve third parties to understand and investigate an issue fully.  

(If your concern is that A New Direction, or a member of our team, is breaking the law or creating a risk to health and safety, you should refer to our 'Whistleblowing Policy'.

How does A New Direction deal with complaints

We aim to respond quickly, politely, and fairly to all complaints.

We will acknowledge receipt of your complaint as quickly as possible, and within 5 working days. This will start an escalation process that will involve discussion at Director level who will agree and plan a managed investigation into the complaint. We aim to resolve all complaints within 3 months. If the process requires longer than this, we will let you know.

Depending on the level and nature of the complaint, we will escalate concerns to the charity commission and or to relevant funders as relevant.

If you’re not satisfied with the response you can facilitate a further escalation that will involve our chair, Arfa Butt. This will be at the discretion of the CEO.

We log all complaints and use them to learn from and where necessary review our procedures to prevent similar issues happening again.

Please note while we appreciate feedback in most forms, we do not accept and will not respond to complaints that include abusive or threatening messages or are of a bullying or harassing nature. Any messages of this nature may be reported to relevant authorities.