Complaints Policy

Last updated: 4 October 2026

Our commitment

We want everyone who deals with National Mentoring Day to have a good experience. If something has gone wrong, we want to hear about it so we can put it right and learn from it. This policy explains how to make a complaint and what will happen next.

You can complain about anything we are responsible for - for example our website, events, membership, the National Mentoring Standards accreditation, how we handled a donation, or how we have treated you.

How to complain

Please contact us by email to chelsey@nationalmentoringday.org, using our contact form or by post to National Mentoring Day Ltd, 11 Parkwood Close, Tunbridge Wells, South East England, TN2 3SX, United Kingdom, with "Complaint" in the subject. Tell us:

• your name and how we can contact you;
• what happened, and when;
• any reference numbers, such as a membership or invoice number;
• what you would like us to do to put things right.

Please contact us as soon as you can - ideally within 3 months of the problem - as this makes it easier for us to look into it. If you need help making a complaint, or need us to communicate in a different way, just let us know.

What happens next

1. We acknowledge your complaint within 5 working days and tell you who is dealing with it.
2. We look into it. Someone who was not directly involved will review what happened. We may contact you for more information.
3. We give you a full reply within 20 working days. If it will take longer, we will tell you why and when you can expect our reply.

If we got something wrong, we will say so, explain what we will do to put it right and tell you what we have learned.

If you are not happy with our reply

Reply to us within 20 working days explaining why, and a senior member of our team who has not been involved will review your complaint and the way it was handled. They will reply within 20 working days. This is our final response.

Other organisations that can help

• If your complaint is about how we have handled your personal information, you can also complain to the Information Commissioner's Office: ico.org.uk/make-a-complaint.
• If you have a concern about the safety of a child or adult at risk, please do not wait - see our Safeguarding page.

Unacceptable behaviour

We will always treat you with respect and ask that you do the same. We may limit how we communicate with someone who is abusive, threatening or makes repeated complaints about a matter we have already fully answered. We will tell you if we do this.