Complaints Procedure

How to Make a Complaint

Restorative Solutions CIC works to a high standard and we hope this is reflected in how we work with you. Nevertheless, we do recognise that sometimes things go wrong, or mistakes are made and you may wish to complain.

We want to hear about your experience so that we can continually improve to ensure that we deliver a service which meets your expectations.

If you wish to submit a complaint it must be in relation to an action or decision made by a member of staff, a board member, a contractor, agent or volunteer working for Restorative Solutions.

It's best to talk

Your first step should be to talk face-to-face or over the telephone with the person involved.

If this is difficult, ask to discuss it with a more senior member of staff.

Pen to paper

You can make a formal complaint in writing either via email or through the post to Kate Hook, Director of Corporate Services, Restorative Solutions CIC.

You should sign it and send it to:

Restorative Solutions CIC,

Unit 5, Albert Edward House,

The Pavilions,

Ashton-on-Ribble,

Preston PR2 2YB

Or email:  kateHook@restorativesolutions.org.uk

On receiving your complaint,  you will be sent an acknowledgement and then the matter will be investigated.  Once the matter has been investigated, a written outcome will be sent,  this will be within 28 days of the complaint.

If you are not satisfied with the outcome

You can appeal against the outcome.


Start a conversation

We’d love to talk to you about how we can find a solution for you.

or simply call us on 01772 842109

What people say about Restorative Solutions

I'm so glad I am working with RJ. I don't know who would listen to me if it wasn’t for you.
A Person Harmed by Crime
RJ is very underrated and I certainly think we should be using it more.
A Professional who Referred Someone into our Service
Very satisfied – it’s been a great service. A worthwhile process for me and I hope for the offenders. Staff have been great and I would like to thank them.
A victim
It was the right thing to do. Both victims told me to let go of what happened. I didn't want to hear it but they both forgave me and said I should move on. I have taken that on and thought about it and I have come to terms with what happened. You've helped me significantly. It's as though my head has been lifted of a gigantic weight.
An Offender
Thanks for your time today. I feel like you understand R so well, I really hope you can help him to learn how to be happy.
Feedback from a family in East Kent
Restorative Justice offers a unique opportunity for victims and survivors to move on from and overcome the trauma that can be left with them after experiencing crime. I am exceedingly proud of the work that the team at Restorative Solutions do in supporting our community. We should always consider the needs of victims of crime and this service exemplifies that sentiment and allows so many to put behind them what can be the worst experience of their lives.
Marc Jones, Lincolnshire Police and Crime Commissioner and Chair of the Association of Police and Crime Commissioners.

Case Studies

An Attempted Burglary: Restorative Justice Case Study

When Joanne and her husband had just gone to bed, they heard a really loud bang downstairs. They immediately thought som...

A Workplace Assault: Restorative Justice Case Study

Nick worked at a clothing shop. When he noticed Glenn, a customer, shoplifting, Nick stepped in to challenge him. The po...

A Manslaughter: Restorative Justice Case Study

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A Robbery: Restorative Justice Case Study

This Restorative Justice case saw Jamie and Ruth openly communicate in a face-to-face conference. Years before, Jamie at...

A Non-Recent Child Sexual Abuse: Restorative Justice Case Study

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A Creeper Burglary: Restorative Justice Case Study

This was a case of an overnight “creeper” burglary in a residential area where the harmer had gained access through an u...

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