Complaints Procedure

Last Updated: July 2026

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At Right Side Support, I am committed to providing a professional, respectful, and supportive service. If you are unhappy with any aspect of the service you have received, I encourage you to let me know so that I have the opportunity to address your concerns.

 

Informal Resolution

 

If you have a concern, please contact me as soon as possible. Many issues can be resolved quickly through an open discussion.

 

Email: info@rightsidesupport.org

 

I aim to respond to informal concerns within 5 working days.

 

Formal Complaints

 

If your concern cannot be resolved informally, you may submit a formal complaint by email.

 

Please include:

• Your name and contact details.

• A clear description of your complaint.

• Any relevant dates or supporting information.

• The outcome you are seeking.

I will acknowledge your complaint within 5 working days.

 

Investigation

 

Your complaint will be investigated fairly and impartially.

Where possible, a full written response will be provided within 20 working days. If more time is required, I will keep you informed of the progress.

 

Outcomes

 

Following the investigation, I may:

• Provide an explanation.

• Offer an apology where appropriate.

• Take steps to improve the service.

• Confirm that no further action is required.

 

Scope of Complaints

 

This procedure relates to the service provided by Right Side Support.

 

As a McKenzie Friend, I cannot alter court decisions, legal processes, or decisions made by judges or other professionals. Complaints about those matters should be directed to the relevant organisation or authority.

 

Continuous Improvement

 

All complaints are reviewed to help improve the quality of the services provided by Right Side Support.

 

Thank you for bringing any concerns to my attention. Feedback helps ensure that I continue to provide the highest possible standard of support.