Together with our delivery partners, Bridges Programmes aims to provide a great client experience and provide the very best support via our programmes. If you feel we have got something wrong, or you are unhappy with any aspect of our service, we want you to let us know so we can put it right.

Our commitment to you is that we will always:

• treat you with kindness and respect
• take the time to listen to your concerns and investigate thoroughly and objectively
• send you a written response which addresses the issues you have raised
• let you know what to do if you are unhappy with our response
• take preventative action to make sure the problem does not occur again
• use your feedback to improve our service
  
  

How to raise a complaint

Talk to a member of the Bridges Programmes Team about your concerns as things can usually be resolved quickly by them, or they can be escalated to a manager.

If you would rather not submit your complaint in person, you can send us an email at [email protected] or call us on (+44) 141 558 9749.

What happens next

Once you have submitted a complaint, we will send you a written acknowledgment within 2 working days to let you know that it has been received and that an investigation is underway.

You may be contacted by the appointed investigating manager for more information to help better understand your concerns.

Once the investigation has been completed, we will provide you with a full written response – this will be within ten working days from when your complaint was received.

How to escalate your complaint to stage two

If you are not happy with the response that we have provided to your complaint, details of how to escalate your complaint will be included in the written response.

In the first instance, your complaint will be escalated to the CEO who will review your complaint and issue a written response within 10 working days.

How to escalate your complaint to stage three

If you feel your complaint has still not been resolved, you may contact our Board of Trustees, details of which will be included in the stage two response.

They will need a little more time to undertake a full review of your complaint, so a written response will be issued within 15 working days.

If you remain dissatisfied

We hope to be able to resolve your complaint, however if you have gone through each stage of our complaints process and you feel we still haven’t got it right, you can ask the Scottish Charity Regulator OSCR to consider your complaint.

We will provide you with more information and contact details in our final response to you.