Complaints Procedure

Programme Complaints & Escalation Framework

Last updated: 26 January 2026

Glow Collective operates in accordance with recognised UK regulatory and governance standards, including structured complaint handling and defined escalation pathways.

We take concerns relating to programme delivery, installation standards, governance, compliance or contractual performance seriously and investigate them in a structured and transparent manner.

Raising a concern will not affect how you are treated by Glow Collective or your ongoing engagement with the programme.

How to Raise a Concern

Concerns may be submitted in writing via:

Email: governance@glowcollective.co.uk
Phone: 0333 112 7272
Post: Glow Collective Ltd, 89C Rayleigh Avenue, Leigh on Sea, Essex, SS9 5DL

To support efficient review, please include:

  • Organisation name and primary contact

  • Site or programme reference (if applicable)

  • Clear description of the concern

  • Relevant documentation or supporting evidence

What Happens Next

Acknowledgement

We will acknowledge receipt of your concern in writing within 2 working days.

Investigation

We will review relevant documentation and may request further information, hold a meeting, or arrange a site inspection where appropriate.

Response

We aim to provide a substantive written response within 14 calendar days. Where appropriate, this will be identified as our Final Response.

If additional time is required due to technical or contractual complexity, we will confirm the revised timeline in writing.

Escalation

If you remain dissatisfied after receiving our Final Response, the matter may be escalated in accordance with the contractual dispute resolution provisions applicable to your programme.

Where relevant, independent mediation or Alternative Dispute Resolution (ADR) mechanisms may be available under the governing contract framework.

Nothing in this framework limits statutory or contractual rights.

Governance Review

All concerns are logged, reviewed and reported internally to support continuous improvement of delivery processes, compliance controls and governance standards.