Complaints Process

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Solid Ground aims to provide a steady, respectful and safe environment for
everyone. If you ever feel something isn’t right, you can raise a concern and it
will be handled fairly and confidentially.
How to make a complaint
You can speak to or message any of the volunteers:
 Linda Murray (Chair)
 Colette McKinlay (Treasurer)
 Rebecca Glen (Secretary)

You can also contact us through the website if that feels easier.

What happens next
 We will listen to your concern without judgement
 We will make sure you feel heard and understood
 We will look into the issue sensitively and privately
 We will agree the next steps with you
 You will be kept informed throughout the process

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How we handle complaints
 All concerns are treated seriously
 We do not share your identity beyond the volunteer team
 We focus on finding a fair and respectful resolution
 If the complaint involves one volunteer, another volunteer will handle it
 Safeguarding or safety concerns will follow the Safeguarding Policy
You will never be penalised or treated differently for raising a concern.
We appreciate you helping us keep Solid Ground safe and steady for everyone.