Complaints Policy

Worksop Workspace · Operations · Legal & Compliance · Phase 1 reference

Important — what this doc is and isn't

This is the policy statement that sits behind `../sops/sop-018-complaints-handling.md` (which is the staff-side procedure). The policy explains what members can expect; the SOP explains what staff actually do. The customer-facing summary lives on the website at `worksopworkspace.com/complaints`.

A complaint is an expression of dissatisfaction. We treat them as a source of useful signal and act on them quickly.

1. Our commitment

If you tell us we got something wrong, we will:

Take it seriously
Listen properly, without rushing you
Acknowledge your complaint within one working day
Investigate fairly
Tell you what we found, what we did about it, and what (if anything) we're changing
Not retaliate, ever — your membership is not at risk for raising a concern in good faith

If we can't resolve a complaint with you directly, we'll tell you what your external options are.

2. How to complain

You can complain however suits you:

In person — to whoever is on shift at the time
By email — hello@worksopworkspace.co.uk
By phone — 07739 063734
Via the member app — Help → Report an issue
In writing — to the director, 30 Carlton Road, Worksop S80 1PH

We don't run a formal-vs-informal-channel distinction. A complaint is a complaint.

3. What happens next

| Step | Timing |
|---|---|
| You raise the complaint | Day 0 |
| We acknowledge | Within 1 working day |
| We investigate | Days 1–10 |
| We send our response | Within 14 working days of the initial complaint |
| Where we need longer | We tell you why, and give a revised date |

We keep the response in plain English and address each part of what you raised.

4. What our response will include

A summary of your complaint, as we understood it
A summary of what we did to look into it
Our findings
Anything we're doing differently as a result
Where applicable, an apology — specific, not generic
Where applicable, a remedy (refund, credit, replacement, fix)
What to do if you're not satisfied with our response

5. If you're not happy with our response

If you've spoken to whoever is on shift and aren't satisfied, you can escalate within Worksop Workspace to Connor Blades, director, at connor@bullseyeproperties.co.uk. Connor responds within 14 working days.

If you're still not satisfied, depending on the nature of the complaint:

| Topic | External route |
|---|---|
| Data protection / privacy | Information Commissioner's Office — |
| Consumer rights | Citizens Advice — |
| Health and safety | Health and Safety Executive — |
| Discrimination | Equality and Human Rights Commission — |
| A possible crime | Nottinghamshire Police — 999 (in progress) or 101 (after) |

You can also pursue civil action through the courts. Our `./terms-of-business.md` §15 sets out the dispute resolution path including mediation before legal action.

6. Vexatious or unfounded complaints

We treat every complaint seriously the first time. If a member submits repeated complaints that, after investigation, have no basis — or that are intended to harass staff or other members — we reserve the right to:

Limit the channels through which we accept further complaints from that member
Investigate fewer follow-up complaints on the same topic
In extreme cases, terminate membership per `./terms-of-business.md` §8

We don't take this lightly. It applies to a very small number of cases. The decision is the director's and is documented.

7. Confidentiality

We handle complaints confidentially. We share information about a complaint only with people who need it to investigate or respond. Where investigating requires us to talk to others, we'll be clear about that with you.

Records of complaints are retained:

For 6 years from closure (consistent with the contract-limitation period under the Limitation Act 1980)
Longer if the complaint relates to an ongoing matter or claim

See `./privacy-policy.md` for the wider data-handling framework.

8. Anonymous complaints

We accept anonymous complaints and look into them where we can. The trade-off is that we can't tell you the outcome and we may have less to go on. If you'd rather raise something anonymously, you can use the member app's anonymous-feedback option.

9. Complaints involving staff (when we have staff)

If your complaint is about a member of staff, it will be handled by the director (or, in matters involving the director, by an external mediator). We won't ask you to discuss the complaint with the person you're complaining about.

10. Tracking and improvement

All complaints are logged in our complaints register (member app). The director reviews patterns monthly as part of `../checklists/04-monthly-business-review.md`. Recurring complaints — even small ones — drive changes to SOPs, training, equipment, or the space itself.

11. Version history

| Version | Date | Author | Change |
|---|---|---|---|
| Draft v1 | 15 May 2026 | Connor + AI | First version |

Worksop Workspace · A space to drop your shoulders.
30 Carlton Road, Worksop S80 1PH · hello@worksopworkspace.co.uk · worksopworkspace.com