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Our Policies & Statements

Organisational Policies

We have sound policies in place to ensure the safety and wellbeing of those we

work with. These policies and statements explain our approach to working with

children and young people.

Accessibility Statement is committed to providing a website that is accessible to the widest possible audience, regardless of circumstance and ability. We aim to adhere as closely as possible to the Web Content Accessibility Guidelines (WCAG 2.0, Level AA), published by the World Wide Web Consortium (W3C). These guidelines explain how to make Web content more accessible for people with disabilities. Conformance with these guidelines will help make the web more user friendly to everyone. Whilst strive to adhere to the guidelines and standards for accessibility, it is not always possible to do so in all areas of the website and we are currently working to achieve this. Be aware that due to the dynamic nature of the website, minor issues may occasionally occur as it is updated regularly. We are continually seeking out solutions that will bring all areas of the site up to the same level of overall web accessibility.

If you have any comments and or suggestions relating to improving the accessibility of our site, please don't hesitate to contact our accessibility coordinator Vickie Harvey by phone on 01403 218888 or e-mail Your feedback will help us make improvements.

Comments, Compliments
& Complaints

We take all complaints seriously and deal with them as soon as we possibly can.

If you want to make a complaint about any of our activities, please contact the operations team. You can do this by:

    Horsham, West Sussex RH12 2EP

Our response times to your complaint

We will try to resolve the problem as quickly as possible. We will:

  • Answer your calls

  • Acknowledge emails with an automated response

  • Reply to letters within 10 working days


Whichever way you contact us, you will receive a full response within 10 working days, unless the complaint is complex. We will acknowledge complex complaints within 10 days and aim to provide a full response within 14 working days.

When the team can't resolve your complaint

If your complaint cannot be resolved by the operations team, we ask our Head of Operations to investigate. Please write to:

    Horsham, West Sussex RH12 2EP

Please explain clearly why you feel that your complaint has not been properly resolved and what it is that you want us to do. During this stage, we use the same response times as our operations team.

The appeal panel

If you are still not satisfied with our response, please tell the Head of Operations. They will pass your complaint on to the Chief Executive Officer who will set up an appeal panel with members of the Board of Directors. The panel will review the complaint within the next 15 working days.

The Chief Executive Officer will then contact you with the panel’s conclusions within 10 working days of the panel’s review.​​

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