Complaints

How to tell us

Email hello@beyondtoday.org.uk with "Complaint" in the subject line, or speak to whoever's running the activity if that feels easier. You don't need to use the word "complaint" — just tell us what happened and that you'd like us to look into it.

If your concern is about the person who'd normally handle complaints, let us know and we'll point you to someone else instead.

What happens next

We'll acknowledge your complaint within 5 working days, and aim to give you a full response within 20 working days. If it's going to take longer — some things are more complicated than others — we'll tell you and give you a new timeframe.

Sometimes a concern can be sorted out quickly and informally: an explanation, a correction, an apology. If that doesn't feel like enough, you can ask for it to be looked at formally instead.

Who looks into it

Whoever considers your complaint won't be the person it's about. If it's about a director, another director who isn't involved will take it on. If it's about our founder or someone closely involved in running Beyond Today, the Board will appoint someone independent to look into it properly.

You don't need to have proof

You don't need to prove we've done something wrong before you're allowed to raise it. We'll take what you tell us seriously, look at things fairly, and it won't affect your ability to keep taking part in Beyond Today because you raised a genuine concern.

If you're not happy with the outcome

You can ask for a review within 20 working days of our response, if you think something was missed or the process wasn't fair. A review isn't automatically starting from scratch — it's about whether the original decision was reasonable.

Using our complaints process doesn't take away any right you have to raise something with an outside body too — for example a safeguarding authority, the police, the Information Commissioner's Office, or a funder, depending on what your concern is about.

Safeguarding and urgent concerns

If what you tell us suggests someone may be at risk of harm, we'll act on that straight away under our Safeguarding policy, alongside looking at your complaint. We won't wait for the complaints process to finish first.

Our full policy

This page is a summary. Our full Complaints Policy sets out how we handle complaints in more detail, including how investigations work, what happens with anonymous complaints, and how we use complaints to improve.

A copy of our full Complaints Policy is available on request.

For a copy of the policy, or for anything else about our complaints process, email hello@beyondtoday.org.uk.