Complaints Procedure

Purple Warriors is a charity dedicated to the preservation and protection of the physical and mental health of serving and retired members of HM Forces who have some form of physical or psychological impairment as a result of their service. We do this by providing and assisting in the provision of opportunities to take part in the sport of dragon boating.

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Purple Warriors also aims to ensure the highest level of support to our beneficiaries, members and their families, participants, visitors, and any other parties who have use of our services or have contact with the charity. Please do let us know if you are happy with our services as we always welcome positive and constructive feedback so we know how we can further assist our beneficiaries and visitors and any other users of our services. 

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However, if you are unhappy with our services or any activities or person from the charity, we encourage you to let us know so we can address any issue. Any person who has come into contact with Purple Warriors may make a complaint or provide feedback. This includes beneficiaries of the charity, any members, family members, partners or those who support the work of the Purple Warriors through making donations or offering time as a volunteer. This policy defines the course of action for any complaints relating to Purple Warriors, and how we will deal with the issue.

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We shall ensure that all complaints are dealt with promptly and investigated effectively, so we can conclude complaints in a way that is satisfactory to all those involved or affected.

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Any complaints which relate to a decision made about an application for support from the hardship fund will be dealt with by the Trustees.

 

All personal data provided to the charity as part of any complaints process, will be used to help us to consider the complaint and find a solution. Any personal data of any person raising a complaint will only be accessible to those who are examining the complaint and will not be used for any other purpose. 

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All data will be stored in a secure manner  and in accordance with the UK General Data Protection Regulation and the Data Protection Act 2018.  Please see our privacy policy on our website for further information.

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Any service or support we provide to you will not be affected by making a complaint.

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How to complain or provide feedback

​You can submit your complaint or any comments to:

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Sarah McBride, Secretary

132a, College Road, Bromley, Kent BR1 3PF

Email: secretary@purplewarriors.org

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Please state the nature of your complaint and we will aim to resolve your complaint as quickly as possible. We will try to respond to your complaint within 10 working days unless the complaint is complex. We will acknowledge complex complaints within 10 working days and aim to provide a response within 14 working days.    

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Complaints and comments can be submitted either by letter, email or verbally.