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 on  or you can write to us at Hatch Enterprise, 53 – 63 East Street, London, SE17 2DJ. Please put ‘FEEDBACK’ in the subject line, and we’ll make sure the most appropriate person picks it up. We will 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

We aim to resolve any problems amicably and quickly, and we’ll almost always be able to do this the first time you get in touch. 

Because we take feedback seriously, we’ve defined an escalation process which you can follow if you’re not satisfied with our response:

  • You can get in touch with our CEO, who will investigate further and respond within 10 working days. (If your complaint is sensitive or confidential, you can reach out to the CEO in the first instance).
  • If you still can’t reach a resolution, then you can ask our Chair of Trustees to look into the issue. They may ask for more information, and will respond within 15 working days.
  • If we haven’t reached a resolution at this stage, we’ll select an independent third party to arbitrate the issue.