Complaints Procedure

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At SHINE we always do our best to provide the highest possible quality of service to the individuals or organisations we work with.

However, we know that sometimes things can go wrong. When this happens, we want to hear about it, deal with the situation as quickly as possible, and take action to stop it happening again. We take complaints very seriously and treat them as an opportunity to develop and improve.

If you have a complaint you wish to raise with us, get in touch with us in the following ways:

Call the SHINE office on 0113 280 5872 and speak to a member of staff. The office is open Monday to Friday, 9am – 5pm. Outside of these hours, leave us a message and someone will get back to you as soon as possible.

You can also email us at: or write to us at:

SHINE, Princes Exchange, 2 Princes Square, Leeds, LS1 4HY

Please include your name, address and telephone number in your email or letter so we can get back to you easily.

We aim to respond to all complaints within 10 working days. You’ll receive an acknowledgement of your complaint within the first five days of receipt. In more complex situations, where an immediate response is not possible, we’ll investigate the matter and get back to you as quickly as we can. We’ll record your complaint and between us we can agree on the best way and time to get back in touch with you.

If you are unhappy with the resolution of your complaint, please contact us again and it will be passed to the Chief Executive Officer for their consideration. They will respond to you directly as soon as possible and always within 20 working days.

We’re committed to the highest standards in fundraising practice. If your complaint is to do with fundraising and you feel that it’s been unresolved by us, the Fundraising Regulator can investigate your complaint.