Complaints Procedure
Regenerate Mentoring aims to provide high quality services which meet your needs. We believe we achieve this most of the time: if we are not getting it right, please let us know.
In order to ensure our services remain at a high and improving standard, we have a procedure through which you can let us know of for any reason you are not satisfied with your dealings with the organisation and any of our staff. Any information that you provide, relating to a complaint, will be dealt with in the strictest of confidence.
If you are not happy with Regenerate Mentoring, please tell us!
If you are unhappy about any aspect of our service, please speak to the relevant staff member, manager or Director.
If you are unhappy with an individual in Regenerate Mentoring, sometimes it is best to tell him or her directly. If you feel this is difficult or inappropriate, then speak to the staff member’s manager or the Director.
Often, we will be able to give you a response straight away. When the matter is more complicated, we will give you at least an initial response within five working days and keep you updated as we investigate the complaint.
Submit a Complaint Online
Please fill in the feedback form, and we will start investigating your complaint within the timeframe as described on this page. Your complaint will be received by a staff member that will deal with the issue efficiently as well as discreetly. We understand that some matters can be very sensitive.
Please note: Any personal information you supply by using the contact form will be used solely for the purpose it was intended for. We will not pass your information onto a third party or use your email or phone number for any additional marketing. Please also refer to our Privacy Policy on our website.
Making a written complaint
If you are not satisfied with our response or wish to raise the matter more formally, please write to us. All written complaints will be logged, and you will receive a written acknowledgement within five working days of receipt.
A designated manager will investigate your complaint properly and give you a full reply within 15 working days, setting out how the problem will be dealt with. If the investigation requires more time, we will inform you of the revised timeframe.
Written complaints can be emailed to info@regeneratementoring.co.uk, or posted or delivered to our office – Regenerate Mentoring, 1154 Aztec West, Almondsbury, Bristol, BS32 4TF.
Appeals
If you are not satisfied with our response, you may request a review by a senior manager. Appeals must be submitted in writing within 10 working days of receiving our initial response, and a final decision will be provided within 20 working days of receiving the appeal.
If you are still not satisfied
If, after following our complaints procedure, you remain dissatisfied, you may escalate your complaint to an external body such as the Local Authority, Ofsted, or a relevant safeguarding body, depending on the nature of the complaint.
Complaints about personal data: if your complaint relates specifically to how we have handled personal data, please also see the Complaints section of our Data Protection Policy, which sets out the statutory timescales that apply from 19 June 2026 under the Data (Use and Access) Act 2025. You may also complain directly to the Information Commissioner’s Office at ico.org.uk.
Have something nice to say?
Finally, please also let us know if you are happy with Regenerate Mentoring’s services. We welcome all positive feedback as this keeps our team of wonderful people motivated.
Last Reviewed: September 2026
Next Review Date: September 2027