Feedback and Complaints Policy

Hatch aims to provide an excellent service. We’re a charity that believes business can be a force for good, and we want to be an example of that ourselves.

If we’ve fallen short of this standard, we want to know about it. This will enable us not only to deal with the specific problem, but also avoid it happening again.

We’d also like to hear if we’ve done well, so we can pass this on to the people involved and try to do more of whatever worked well in future.

This policy explains what you can do if you want to give us feedback about our organisation, whether it’s a complaint, a compliment or a comment. It also tells you what kind of response you can expect to get from us and when.

Who to Contact

Any feedback can be sent to us at hello@hatchenterprise.org. Please put ‘FEEDBACK’ in the subject line, and we’ll make sure the most appropriate person picks it up. We aim to respond to any feedback within 10 working days.

If you wish to register a complaint please include:

• Your name and your organisation’s name if applicable
• Your contact details
• The nature of the issue including what happened and when it happened
• Who you raised this with at the time if anyone
• Any action taken at the time or since to address the issue
• What further action you think may help to rectify the issue now

Any personal data you share with us as part of this process will be handled in accordance with our Privacy Policy.

Our priority is to resolve problems swiftly and amicably, typically settling most matters during this initial contact.

Escalation Process

Because we take feedback seriously, we operate a structured complaints process to ensure every issue is handled appropriately and promptly. Complaints are triaged into one of three stages depending on their nature and complexity.

• Stage 1 – Initial Resolution
  For straightforward issues that represent a simple misunderstanding or have a clear, immediate fix, we will aim to acknowledge your complaint within 24 hours and resolve it as quickly as possible. These complaints are logged in our central register for periodic review.
• Stage 2 – Management Review
  If your complaint involves a recurring issue, or if you are not satisfied with our Stage 1 response, your complaint will be escalated to a formal management review. We will carry out an investigation and aim to provide a written response within 5–10 working days.
• Stage 3 – CEO Escalation
  For high-risk or serious complaints — including those involving safeguarding concerns, legal matters, or significant financial issues — or where a satisfactory resolution has not been reached at Stage 2, the complaint will be escalated to the CEO. The CEO will personally review all previous correspondence and, where appropriate, communicate directly with you or arrange a meeting. We will aim to issue a final decision within 15 working days.
  • If you remain dissatisfied after the CEO’s review, we may appoint a Trustee from a partner charity or a qualified independent volunteer to review the case and ensure our procedures were followed correctly.