Complaints and Feedback Policy - Welcome to Kick It
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Complaints and Feedback Policy

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


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?

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.