Reporting an issue

I am having trouble with another member of the Reach community 

We are committed to providing a safe, quality service to everyone who uses Reach, and a platform that facilitates positive and impactful communications between volunteers, organisations, and Reach staff. We outline our expectations for behaviour in our Community Agreement and Acceptable Use Policy, and ask all members of the Reach community to agree and adhere to these at all times. 

Unfortunately, there are times where members of the community may behave in a way that contravenes our expectations for behaviour, or, on rare occasions, when communications between members of our community (organisations and volunteers) break down.  

If you feel that you have experienced behaviour that does not align with the expectations that we have set, we encourage you to read our guidance on what to do in a difficult or upsetting situation. 

I am unhappy with Reach’s service 

Reach Volunteering is committed to providing a high quality, user-centred service. We value hearing from all members of our community, from positive success stories, to feedback on how we can improve our service. 

We understand that sometimes, our users may not experience the service positively. Our aim will always be to resolve any issues or concerns informally. Please get in touch with us to discuss your concerns.

For the occasions in which this is not possible please do raise a formal complaint.

How do I raise a formal complaint? 

Reach Volunteering is committed to providing a quality service and one of the ways in which we can continue to improve our service is by listening and responding to the views of our service users and stakeholders.

We recognise that many concerns will be raised informally, and dealt with quickly.

Our aims are to:

• resolve informal concerns quickly
• keep matters low-key
• enable mediation between the complainant and the individual to whom the complaint has been referred
• Reach is, however, aware that this is not always appropriate or possible. For these rare occasions, we have a formal procedure designed to resolve complaints as quickly and fairly as possible. The formal complaints procedure is intended to ensure that all complaints are handled fairly, consistently and wherever possible resolved to the complainant's satisfaction.

Download a copy of our formal complaints procedure (Microsoft Word).