Feedback & Complaints

Feedback and Complaints Handling Process – The Sharing Life

1. Our Commitment

The Sharing Life is committed to handling all complaints promptly, fairly, and transparently. We welcome feedback as it helps us improve the service we provide to our community.

 

2. How to Make a Complaint

If you wish to make a complaint, you can contact us in the following ways:

Email: complaints@thesharing.life

 

3. What Happens Next

Acknowledgement: We will acknowledge receipt of your complaint within 2 working days.

Initial Review: Your complaint will be reviewed by our Complaints Team (or nominated staff member) within 5 working days.

Investigation: We may contact you for more information if needed.

Response: We aim to provide a full written response within 20 working days.

 

4. Escalation

If you are not satisfied with the outcome, you may request an internal review. This will be carried out by a senior member of staff not previously involved, within 10 working days.

 

5. External Escalation

If you remain dissatisfied after our final response, you may escalate your complaint to the relevant external body:

Data protection complaints → UK Information Commissioner’s Office (ICO): www.ico.org.uk

Accessibility complaints → Equality Advisory and Support Service (EASS): www.equalityadvisoryservice.com

Editorial/content concerns → Independent advice may be sought through a regulator or ombudsman depending on the issue.

 

6. Continuous Improvement

We log, review, and analyse all complaints quarterly to identify trends and improve our platform and processes.

 

7. Review of Policy

This Complaints Handling Process was last updated on 2Oth Sep and will be reviewed annually.