We Want to Hear From You

We aim to provide a high-quality, respectful and supportive service.

However, we recognise that things do not always go as planned. If you are unhappy with any aspect of our service, we want you to be able to tell us.

Making a complaint will not affect your right to access our services, and we will treat complaints seriously, respectfully and as confidentially as possible.

What Can I Complain About?

You can raise a concern or complaint about matters including:

• A learning programme or service

• Communication

• Conduct or behaviour

• Accessibility

• A decision made by L.I.F.T

• The way a service has been delivered

• Something that has affected your experience as a learner, parent, partner, volunteer or other participant

If you are unsure whether your concern is a complaint, you can still contact us.

What Happens Next?

We will acknowledge your complaint and review the information provided.

Where appropriate, we may contact you to ask for further information so that we can understand what happened.

We will aim to investigate complaints fairly, objectively and within a reasonable timeframe.

We will explain the outcome to you and, where appropriate, identify any actions we will take as a result.

We will use complaints and feedback to help us identify areas where our services could be improved.

If You Are Not Satisfied

If you are unhappy with the outcome of your complaint, you may request that the matter is reviewed in accordance with our complaints procedure.

View our Complaints Policy → L.I.F.T CIC Complaints Procedure 

Feedback

You don't have to wait until something goes wrong to contact us.

We welcome suggestions, comments and ideas about how we can improve our programmes and better support the communities we serve.

Share Feedback →Email Us 

Our Policies

The following policies and documents are available from L.I.F.T CIC:

• Safeguarding Policy

• Privacy Notice

• Data Protection Policy

• Complaints Policy

• Equality, Diversity & Inclusion Policy

• Accessibility Statement

• Cookie Policy

• Health & Safety Policy

• Code of Conduct

Additional policies may apply depending on the programme or service being provided.

If you would like to request a copy of a policy, please contact us.