Complaints Procedure


Any expression of dissatisfaction about the service you have received from Conviction will be considered seriously and we will ensure that we respond promptly to any complaint.

Conviction is committed to providing a professional, efficient and courteous service to all our clients and service users. 

If you feel that we have failed to achieve an acceptable standard of service we want you to tell us. 

We regard it as an opportunity to monitor and improve our quality of service. We will investigate your concerns objectively and try to generate a positive and speedy solution.

What To Do If You Have A Complaint About The Service We Have Provided Or The Handling or Storage of Your Personal Data

If you are not happy with the service provided to you and/or the handling or storage of your personal data, you should contact the person normally dealing with your case or their manager. The name of the manager will be found on your initial correspondence or, if you don’t have this, then please contact us at: [email protected].

The person handling your case and the manager will carry out an investigation into your complaint and provide you with a response within 20 business days. If the matter is complex and it takes longer to deal with your complaint, they will let you know as soon as possible and give you an approximate timescale of when you can expect a response.  They may suggest a telephone call or meeting to discuss matters.  If you have a preference for how they communicate their response to you please let them know.

If, following that response, you remain dissatisfied you may escalate your complaint to The Board of Members by email, [email protected] or by writing to:

PO Box 428
M8 2FS

The Board of Members will carry out an investigation and aim to resolve matters with you on an amicable basis. Please note that usually takes a period of eight weeks from receipt of your complaint to try and resolve matters with you.

Referral To The Office of the Regulator of Community Interest Companies

The CIC Regulator’s contact details are as follows:

24-Hour Voicemail Service: 029 2034 6228
Email: [email protected]

CIC Regulator
1st Floor
Companies House
Crown Way
CF14 3UZ
United Kingdom

Referral to the ICO

If you are concerned that we haven’t adhered to the Data Protection Act 2018 and/or General Data Protection Regulations you can report your concerns to the ICO:

Information Commissioners Office
Wycliffe House
Water Lane
United Kingdom

Telephone: 0303 123 1113

Email: [email protected]

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