Complaints

If something has gone wrong, we want to know. Telling us will not affect the support you get from us, now or in the future.

We know it can take courage to raise a concern, especially with a service you rely on. We will listen, take it seriously, and be honest with you about what we find.

How to complain

Get in touch however suits you best:

• Email: help@oshi.org.uk
• Phone: 07507 988 481
• Post: OSHI CIC, C4DI @TheDock, 31–38 Queen Street, Hull, HU1 1UU

Tell us what happened, when it happened, and what you would like us to do about it. If you are not sure whether it counts as a complaint, send it anyway. We would rather hear it.

What happens next

• We will acknowledge your complaint within 2 working days.
• We aim to resolve it within 15 working days. If we need longer, we will tell you and explain why.

Every complaint is handled confidentially and fairly. If your complaint is about the person who would normally deal with it, someone else will handle it instead.

Complaints about your personal information

If your complaint is about how we have handled your personal data, we would really like the chance to put it right first, so use any of the routes above. You also have the right to complain to the Information Commissioner’s Office (ICO), the UK’s data-protection regulator, at ico.org.uk or on 0303 123 1113. Our privacy notice explains how we look after your information.

Every complaint teaches us something. Thank you for taking the time to tell us.