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At Project Sonrisa, we want to provide respectful, high-quality services and understand that sometimes concerns or complaints may arise. If you’re unhappy with anything we do, here’s how you can raise a complaint and what to expect.
Who can make a complaint?
Anyone involved with Project Sonrisa—participants, volunteers, the public, partners, or others. Complaints about staff or trustees involving misconduct are handled separately.
What counts as a complaint?
Any dissatisfaction about our services, behaviour of staff or volunteers, unfair treatment, or how previous concerns were handled.
How to raise a complaint
You can start by talking directly with the person or team involved to try to resolve it informally. If that’s not possible or doesn’t work, you can make a formal complaint by:
Emailing info@projectsonrisa.com with the subject ‘Complaint’
Calling or speaking to a staff member who will note your complaint
What to include
Please share
Your name
Contact details
What happened
When and where
Who was involved
Any evidence or witnesses
What outcome you want
Anonymous complaints will be considered by the board in serious cases.
What happens next?
We will acknowledge your complaint within 7 working days. The CEO or a trustee who’s not involved will investigate and aim to respond in writing within 30 working days. If more time is needed, we’ll keep you updated. If you’re unhappy with the outcome, you can appeal within 15 working days, and an independent board member will review it.
Possible outcomes
You might receive an apology, see changes to how we work, mediation, disciplinary action, or an explanation if no action is taken.
Confidentiality
We treat complaints confidentially and keep records securely for 3 years to help us improve.
Accessibility
If you need help or different ways to communicate your complaint, please ask us.
If you’re still unhappy
You can contact the Office of the Scottish Charity Regulator (OSCR) at info@oscr.org.uk or visit www.oscr.org.uk
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