Make a Complaint

At Gymnastics for Change International (G4CI), we are committed to delivering our services, advocacy, support, communications and activities in a way that reflects our values, safeguarding commitments and trauma-informed approach.

We recognise that people may sometimes have concerns about their experiences with G4CI and may wish to make a complaint. We take complaints seriously and aim to handle them fairly, respectfully and proportionately.

Who can make a complaint?

Anyone who has interacted with G4CI may make a complaint.

This may include:

  • Beneficiaries or service users

  • Survivors engaging with support activities

  • Members of the public

  • Donors and supporters

  • Partner organisations

  • Contractors or consultants

  • Participants in events, campaigns or educational activities

  • Individuals engaging with our communications or digital platforms

What can I complain about?

Complaints may relate to:

  • Services, support or activities provided by G4CI

  • Experiences or interactions with our staff, volunteers, trustees, contractors or representatives

  • Decisions made by G4CI

  • Accessibility, inclusion or communications

  • Fundraising activities or campaigns

  • Organisational processes or practices

  • Specific incidents or concerns arising from engagement with G4CI

If your concern relates to safeguarding, risk of harm, abuse, criminal conduct or immediate safety concerns, separate safeguarding or statutory procedures may apply.

How to make a complaint

Complaints should be submitted:

● In writing via email to: Safeguarding@gymnastsforchange.com

● Marked Confidential

● Made within 6 months of the issue arising*

Complaints should include: 

  • Your name and contact details (unless you wish to remain anonymous)

  • A description of what happened and why you are concerned

  • The date(s) or approximate timeframe of events, if known

  • The names or roles of any individuals involved, where applicable

  • Whether you have raised the concern previously and, if so, what happened

  • Any supporting information and evidence 

*Complaints should ordinarily be raised within 6 months of the issue arising where reasonably possible. However, we recognise that trauma, safeguarding concerns, health issues or other circumstances may delay disclosure, and older complaints may still be considered where appropriate.

Anonymous complaints may be considered, although this may limit our ability to investigate.

Accessibility and support

We recognise that some individuals may need support or reasonable adjustments to raise a complaint. If you need an alternative format, additional support, or adjustments to help you make a complaint, please let us know and we will seek to reduce barriers where possible.

What happens after I make a complaint?

We aim to:

  • Acknowledge complaints within 5 working days

  • Assess whether the complaint falls within our complaints procedure

  • Review information provided and consider appropriate next steps

  • Keep complainants informed where investigations take longer than expected

Some complaints may require separate safeguarding, legal or regulatory processes.

Fairness and confidentiality

We aim to handle complaints:

  • Respectfully and without prejudice

  • In a trauma-informed manner

  • Fairly and proportionately

  • Confidentially where appropriate

Confidentiality cannot always be guaranteed where safeguarding, legal or regulatory obligations require information to be shared.

Individuals raising concerns in good faith should not experience retaliation, victimisation or disadvantage as a result of doing so.

Complaints outside this procedure

Some matters fall outside our complaints process, including certain safeguarding matters, whistleblowing concerns, employment grievances or issues already subject to legal proceedings.

Complaints outside scope may be declined with reasons and, where appropriate, complainants may be signposted to alternative procedures or organisations.