Walk Talk Action aims to provide high-quality, community-focused services. We view complaints as an opportunity to learn and improve. We are committed to handling complaints openly, fairly, and proportionately.

Complaints can be made verbally or in writing by service users, beneficiaries, or stakeholders.

• Email: info@walktalkaction.co.uk
• Phone: 07804 577783
• Post: Walk Talk Action Office, Unit 10 Newstead Industrial Estate, Trentham, Alderflat Dr, Stoke-on-Trent ST4 8HX

For verbal complaints: Staff will record the details, including name, contact info, and the nature of the complaint.

• Stage 1: Initial Complaint (Local Resolution)
  • Complaints will be acknowledged within 3-4 working days.
  • We aim to investigate and provide a full response within 10-15 working days.
  • If a delay is expected, we will inform you of the new timeline.

• Stage 2: Review (Internal Appeal)
  • If you are unsatisfied with the initial response, you can request a review by a senior manager or Board Director within 4 working days of the response.
  • The review will be completed within 10 working days.

If the complaint is not resolved, you may escalate to:

• The Office of the Regulator of Community Interest Companies (CIC Regulator): [Link: https://www.gov.uk/government/organisations/office-of-the-regulator-of-community-interest-companies]
• Relevant Sector Ombudsmen: (e.g. Fundraising Regulator if it relates to fundraising).

All complaints are handled in line with our data protection policy, ensuring confidentiality throughout the investigation.