Complaints Policy

Last updated 07 April 2026

My Life Films recognises the importance of complaints and values all feedback on the work we undertake. We will always listen to your complaints, treat them seriously, and learn from them so that we can continuously improve our work. Our Complaints Policy seeks to ensure that all complaints will be managed promptly, thoroughly, impartially, and sympathetically.

What is a complaint?

A complaint is a verbal or written expression of dissatisfaction about any aspect of our work.

Who might make a complaint?

Anyone who directly or indirectly encounters My Life Films. This might include:

  • Service users
  • Employees or volunteers of partner organisations
  • People visiting our website or our events
  • Donors, fundraisers, commissioners, and supporters
  • Authorised representatives of any of the above 

What can you complain about?

You can complain about anything you are unhappy with. This might include:

  • The behaviour of our employees or volunteers
  • How we treat your personal data
  • The imagery and language used to promote our work
  • The quality, range, and inclusivity of services available
  • A My Life Films policy or campaign position 

How do you complain?

Through our online contact form

By email to [email protected]

By writing to:

Executive Director, My Life Films, 6-7 Clock Park, Shripney Road, Bognor Regis, PO22 9NH

How we’ll manage your complaint

We will:

  • listen to what you tell us and give you time to explain the issues
  • confirm receipt of your complaint within two workings days unless your complaint is submitted by post, in which case we will respond within seven working days
  • aim to fully complete our investigation and write to you with an outcome within ten working days from the date you made the complaint
  • contact you early in the process should we need to extend the time-period to gather more information. We will keep you informed of progress via your chosen method of contact
  • create a confidential record and we will store the data securely and in accordance with data privacy and protection laws
  • implement improvements to our work based on the learning from your complaint

Our Commitment

When we get things wrong, we will:

  • Accept responsibility and apologise
  • Explain what went wrong and why
  • Put things right by making any changes required

We will also regularly analyse data on the number and type of complaints to strengthen policy and practice and improve overall user experience.

If you are unhappy with the outcome

You may request a Review within a calendar month of receiving the decision. The Chair of Trustees (or a delegated Trustee) will undertake the Review. The Chair (or a delegated Trustee) will confirm receipt of the Review request within ten working days.

The outcome of the Review will be communicated in writing within one calendar month from the date the request was received.

If you are unsatisfied with the Review outcome, we will advise you of external independent organisations that you may be able to refer to for further support.

Additional Information

Safeguarding

If, at any stage in the complaints process, there are concerns about an adult at risk or the welfare of a child or young person, the Safeguarding Policy and Procedures will also be implemented.

Fundraising

If a complaint is about Fundraising, and the matter is not resolved to your satisfaction, you can complain to:

The Fundraising Regulator50 Featherstone Street, London, EC1Y 8RT

[email protected]

0300 999 3407

The Charity Commission

The Charity Commission regulates charities in England and Wales. It aims to make sure charities are accountable, well run and meet their legal obligations. The Charity Commission only deals with serious matters and expects complaints to be made to the organisation in question.

https://forms.charitycommission.gov.uk/Raising-Concerns/