© 2026 Connected Stories

Comments, Compliments & Complaints

Connected Stories is committed to ensuring that its work is of the highest quality, with a continual growth mindset. We believe that through effective management, investigation and assimilation of comments, compliments and complaints we can identify learning to achieve continuous improvement as an organisation.

The following principles underpin Connected Stories’ approach to handling comments, compliments and complaints:

  • Connected Stories recognises that comments, compliments and complaints are an important part of customer feedback.
  • Concerns and complaints are dealt with efficiently, appropriately and are investigated within the agreed time frame.
  • The procedure for dealing with concerns and complaints is fair, easy, and as transparent as possible.
  • The procedure is accessible to all regardless of age, disability, gender, ethnicity, belief, or sexual orientation.
  • Complainants are treated with respect and courtesy and receive appropriate support throughout the handling of the complaint.
  • Complainants receive a timely and appropriate response, identifying the outcome of any investigation.
  • Action is taken where necessary in the light of the outcome of the complaint. This might include an explanation or an apology and if relevant and appropriate, information on any action taken.
  • Making a complaint will not harm or prejudice the service that is given to the complainant.
  • Every effort is made to ensure anyone making a complaint understands the outcome of their complaint.
  • Learning from complaints is used to improve Connected Stories’ work and drive forward a culture of continuous improvement.

Positive Comments & Compliments

If you have positive comments about our work or how we have helped you, please email hello@connectedstories.co.uk so we can track that feedback and act on it where necessary. We appreciate all feedback we receive, which informs all aspects of how we evolve as individuals and as an organisation.

We send specific feedback forms for some aspects of what we deliver – if you believe you should have received one of these, please get in touch with us (email above).

Making a Complaint about Connected Stories

For complaints relating to any aspect of our delivery (Connected Numeracy, Leadership Coaching or Youth Justice) there are three stages that can be used to resolve the issue.

If a complaint is about one or more of the company Directors specifically, it should be addressed to another Director (marked private and confidential).

Director Contacts

Stage One (Informal)

  • To make an initial complaint, please speak to or email the individual(s) concerned or their line manager and we will endeavour to satisfy your complaint and let you know of any remedial action that is to be taken.
  • If you don’t know who to contact or do not wish to contact the individual involved, please email complaints@connectedstories.co.uk.
  • All complaints will be acknowledged within 3 working days of receipt by the staff member or complaints inbox manager.
  • To resolve your issue effectively, please include as much detail as possible, including relevant communications or documentation.
  • We will respond to Stage One complaints within 10 working days of receipt.

Stage Two (Formally Registering a Complaint)

  • If you’re not satisfied with the Stage One response, or prefer a formal investigation, you can escalate your complaint to Stage Two via your previous contact or directly to the complaints inbox.
  • Provide details by phone, in person, through the website, via email (complaints@connectedstories.co.uk), or post to: FAO Complaints, Connected Stories, Bank House, Southwick, West Sussex, BN42 4FN.
  • Your complaint will be acknowledged within 3 working days of receipt.
  • A Director will investigate and respond in writing within 20 working days of acknowledgement.
  • If still dissatisfied, you’ll be offered a conversation with a Director and the option to appeal (Stage Three).

Stage Three (Appeal)

  • To appeal, outline your reasons in writing to the address in Stage Two, or email the Director/Associate Director.
  • This is the final decision stage. A Director will review the case, make enquiries, and issue a final decision.
  • The Director will provide a written response within 30 working days of receiving the appeal.

Stage Four (Review of the Process)

  • If you’ve completed Stages One to Three and feel the procedure was not followed properly, you may request a process review.
  • This must be done in writing or by email to the Directors of Connected Stories.
  • This is a final decision limited to reviewing the handling process (not the complaint outcome). A response will be provided within 30 working days.

Connected Stories – Standing for Fairness, Unity, and Respect

We are committed to action, not just words — working toward a system where every child, young person, and those supporting them are treated with dignity, respect, and fairness.

In keeping with this commitment, we strive to ensure we approach complaints and issues ethically, with openness and fairness.

Laura Kinsey, Director
Reviewed April 2025
Next review due April 2027