Complaints Procedure
Last Updated: 26.06.2026
Our Commitment
SheRides Collective is committed to providing positive, safe and inclusive experiences for everyone who participates in our activities. We value feedback and take complaints seriously, using them as an opportunity to improve our organisation and the experiences we provide.
Making a Complaint
If you are dissatisfied with any aspect of a SheRides activity, volunteer, ambassador or service, we encourage you to contact us as soon as possible.
Complaints should be submitted by email to:
Please include:
Your name and contact details.
A description of your complaint.
The date and location of the activity (if applicable).
Any relevant supporting information.
What Happens Next
We will:
Acknowledge your complaint within 5 working days.
Review the information provided.
Investigate the matter where appropriate.
Keep you informed if further information is required.
Aim to provide a full response within 20 working days.
If additional time is required due to the complexity of the complaint, we will let you know and provide an updated timeframe.
Confidentiality
Complaints will be handled sensitively and confidentially. Information will only be shared with those directly involved in reviewing or resolving the complaint.
Learning and Improvement
We view complaints as an opportunity to learn and improve. Where appropriate, outcomes may result in changes to our policies, procedures, training or activities to help improve future participant experiences.
Safeguarding Concerns
If your complaint relates to the safety or welfare of a participant, or raises concerns about safeguarding, it will be handled under the SheRides Safeguarding & Participant Welfare Policy rather than this Complaints Procedure. Where appropriate, both processes may be used in parallel.