Complaints Policy

We are committed to providing a high standard of service. If you are dissatisfied, we want to hear from you so we can resolve the issue fairly.

How to Make a Complaint

Please submit your complaint in writing to:

Include your name, contact details, and a clear description of the issue. We will acknowledge receipt within 5 working days.

We will investigate your complaint thoroughly.
We aim to provide a final response within 20 working days.
If the matter is complex, we will update you on progress.
If you are not satisfied with our response, you may escalate to the Charity Commission (UK) or your local regulator.

All complaints are handled confidentially and only shared with staff who need to address the matter.

For any queries about this policy, email hello@onesteponelife.org.

Last updated: June 2026