Complaints Policy
1. Purpose and Scope
This policy applies to any complaint raised by clients or stakeholders of Sky High Solutioning Ltd, including (but not limited to) charities, not-for-profits, social enterprises, or any third party interacting with our services.
A complaint is defined as any expression of dissatisfaction (whether by letter, email, phone, in person, or online) about the standard of service, actions, omissions, or behaviour of the Company or its staff, where a response or resolution is expected.
2. Our Commitment
Sky High Solutioning aims to:
- Treat complaints seriously, respectfully, and confidentially
- Provide a clear, fair, and accessible complaints process
- Acknowledge complaints promptly
- Investigate complaints thoroughly and objectively
- Provide a timely written response with findings and outcomes
- Learn from complaints to improve our services and policies
3. Who Can Complain
Complaints may be raised by any individual or organisation that:
- Is, or has been, a client of Sky High Solutioning; or
- Is affected by or involved with our services or staff, including funders, partners, stakeholders, or third parties
4. How to Make a Complaint
Complaints can be submitted by email, letter, or telephone.
All complaints should include:
- The complainant’s name and contact details
- A clear description of the issue (who, what, when, where)
- Any relevant evidence or documentation
- The desired outcome or resolution
Please address complaints to:
The Secretary
Email: info@skyhighsolutioning.com
5. Complaint Handling Procedure
Stage 1 — Informal Resolution
- Where possible, issues should first be raised informally with the relevant staff member
- We aim to resolve informal complaints quickly and fairly
If the issue is not resolved, a formal complaint can be submitted.
Stage 2 — Formal Complaint
- Complaints will be acknowledged within 5 working days
- The complaint will be logged and assigned to an appropriate investigator
- Investigations will be impartial and consider all relevant evidence
A full written response will normally be provided within 20 working days of acknowledgement.
If more time is required, we will notify you and provide an updated timeframe.
6. Escalation
If you are not satisfied with the outcome:
- You may request a review within 10 working days of receiving the response
- A second review will be carried out (where possible by a different or senior staff member)
- A response will be provided within 15 working days
If you remain dissatisfied, the complaint may be referred to an appropriate external body or independent mediator, where applicable.
7. Confidentiality and Data Protection
- All complaints are handled confidentially
- Information is shared only where necessary to investigate and resolve the issue
- Personal data is handled in accordance with our Privacy Policy and applicable laws
We maintain anonymised records of complaints to support service improvements.
8. Responsibilities
- All staff must cooperate with complaint investigations
- Staff are responsible for supporting corrective actions where required
The Secretary is responsible for:
- Logging complaints
- Ensuring this policy is followed
- Coordinating the formal complaints process
Updates to This Policy
This policy is reviewed at least every two years, or sooner if required due to legal or operational changes.
The latest version will always be available on our website.
Contact Us
The Secretary
Sky High Solutioning Ltd
Email: info@skyhighsolutioning.com
Website: www.skyhighsolutioning.com
Data Protection Commitment
At Sky High Solutioning, data ethics are central to our mission.
We believe that respecting privacy is essential for building trust, transparency, and strong relationships across the nonprofit sector.