Complaints
How to make a complaint
We’re committed to listening, learning and improving.
If something hasn’t felt right, we want to hear from you so we can put it right.
You can share your complaint in the way that’s easiest for you:
- use this form Thrive Complaint Form – Fill in form
- by email (info@thrivesomerset.org.uk)
- by phone (01823 331 222)
- in writing (post to Thrive, Fitzwarren House, Queen Street, Taunton TA1 3UG)
- in person with a member of the team.
If you need support to make a complaint, please let us know – we’re here to help.
What happens next
Once we receive your complaint, here’s what you can expect:
- We’ll log your complaint and acknowledge it within 5 working days.
- We’ll investigate and aim to respond within 20 working days – if it takes longer, we’ll keep you updated.
- We’ll write to you with the outcome. This may include actions we’re taking to improve. If we’ve got something wrong, we’ll apologise.
If you’re not happy with the outcome
You can ask us to review your complaint:
- Submit an appeal within 14 working days
- A senior member of the team will review it
- We’ll write to you with our final decision and any next steps. We’ll also let you know about other options for independent advice (such as Citizens Advice).
Anonymous complaints
You can make a complaint anonymously. We’ll always take it seriously, but we may be limited in what we can do if we need more information.
Need help?
If you have any questions or would like support making a complaint, please get in touch – we’re here to listen.