Compliments, complaints and concerns
Tell us when something went well, or when it did not. This page sets out how we handle both.
If someone is at risk right now
This page is for compliments and complaints about our service. If someone is in immediate danger, call 999. If you are worried about the safety or wellbeing of a passenger, member, driver or volunteer — including any concern about abuse, neglect or harm — that is a safeguarding matter, not a complaint, and it should go to our safeguarding page instead, so it reaches the right person quickly.
Compliments
If a driver, volunteer or member of staff did something well, we want to hear it — it goes back to the person concerned and helps us understand what good looks like. Send it to hello@communityridehub.org.uk, with "Compliment" in the subject line.
How to make a complaint
Built on our Complaints and Whistleblowing Procedure (CCT-GOV-017).
Anyone can complain about Community Ride Hub — a member, a passenger, a family member or carer, a referring professional, a driver or volunteer, or a member of the public. You do not need to be a member to raise a concern. You can complain by email, by post, or by asking someone to complain on your behalf.
Step 1
Tell us what happened
Email us, or write to us, with as much detail as you can: what happened, when, who was involved if you know, and what outcome you are looking for. We will accept a complaint made by a family member, carer or advocate on someone else's behalf.Step 2
We acknowledge it
We aim to acknowledge every complaint promptly. A specific acknowledgement timescale has not yet been set by the Board — see below — and will be published here once it is.Step 3
We look into it
A named person who was not directly involved in the matter looks into what happened, speaks to the people concerned, and considers what should happen next. How long this takes depends on the complexity of the complaint.Step 4
We respond
We write back to you explaining what we found and what, if anything, we are doing as a result. If we got something wrong, we say so.Step 5
You can ask us to look again
If you are not satisfied with the response, you can ask for the complaint to be escalated — see below.
Timescales
We have not yet published fixed timescales
CCT-GOV-017 sets out the stages of our complaints process, but specific acknowledgement and resolution timescales have not yet been finalised by the Board for publication on the website. We will update this page with real figures once they are agreed, rather than publish a timescale we cannot yet commit to.
Escalation, including complaints about the Chief Executive
If you are not satisfied with the response to your complaint, you can ask for it to be reviewed by a member of the Board who was not involved in the original response. Please say clearly in writing that you wish to escalate the complaint and why.
We recognise that a complaint may concern the Chief Executive directly. Where that happens, the complaint is handled by another member of the Board rather than by the Chief Executive, consistent with our governance arrangements. If you are unsure how to direct a complaint of this kind, say so in your email and we will make sure it reaches an appropriate person.
Community Ride Hub is not yet a registered charity and does not currently fall under a transport ombudsman scheme. If that changes, this page will be updated to name the relevant external body and how to reach it.
Will making a complaint affect my membership or my journeys?
No. Raising a concern will not affect how you are treated as a member or passenger.
Can I complain anonymously?
Yes, but it may limit how fully we can investigate or respond, since we may not be able to follow up with you or tell you what we found.
What if my complaint is actually a safeguarding concern?
Tell us — or send it to our safeguarding page route instead. We would rather a concern reached the right person quickly than sat in the wrong queue.
Ready to get in touch?
Email us with the details, or read how we handle safeguarding concerns if this is about someone's safety.