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Complaints procedure

darts is committed to providing the best possible experience for all

Two people sit at a table in the cafe. They have dark tops and jeans and are leaning towards each other in conversation. There are other tables in the background with white and orange chairs, and further away, there people sit chatting on a sofa. At The Point Cafe, home of darts in Doncaster

For participants, and visitors to The Point

darts is committed to providing the best possible experience for all participants, visitors, partners and stakeholders. We consistently review our approaches and listen carefully to feedback. If you are not happy with any aspect of our programme, building or activities (including fundraising or marketing), we would like you to tell us about it.  

This complaints procedure is open to all, and we aim to resolve any complaints quickly and politely. Making a complaint will not affect the quality of work you receive from darts.  

Please let us know if you would like to receive this complaints procedure in an alternative format. You can obtain independent advice from an organisation such as a Citizens Advice Bureau  

Making a complaint 

Stage 1 

Contact the member of staff you first dealt with, giving details of what you would like to complain about. You can complete the Complaints Form on Microsoft Forms here, or by downloading the Complaints Form here, completing it and sending it to You can also e-mail the member of staff, or contact them by telephone. If the complaint is made in writing/email or through an answer phone message, we will inform you that we have received it within three working days. The member of staff will investigate your complaint with the aim to settle the complaint as quickly as possible. Please tell us how you would like to be contacted to receive a response. 

In most cases you will receive a full reply to your complaint within 10 working days of making the complaint. If we cannot give you a full reply in this time, we will tell you why and inform you of when you are likely to receive it. 

Stage 2 

If you are dissatisfied with the response you receive from the member of staff, please let them know. They will ask a member of the Senior Team to contact you to review the complaint. You may ask us to review the complaint. You must request Stage 2 within 10 working days of receiving our response to Stage 1.  

Please respond and refer to the Complaints Form, or put in writing: 

  • What happened
  • When it happened (dates and times)
  • Who dealt with you; and
  • What you would like us to do to put it right

We may ask you to attend a meeting with us to discuss your complaint in more detail. We would send you a written record of the meeting and a formal reply to your complaint. We will aim to do this within 10 working days from the receiving your written complaint in stage 2. 

Stage 3 

If the matter is still not put right to your satisfaction, you may appeal to darts’ Board of Trustees. We may ask you to attend a meeting with a representative of the Board to discuss your complaint in more detail. We would send you a written record of the meeting and a formal reply to your complaint from the Board of Trustees. The meeting would take place a maximum of 15 days after stage 3 has been requested, and you would receive a written response10 working days after the meeting. 

Stage 4 

If you are not satisfied with the Board’s response, you can refer your complaint to the Charity Commission. The commission investigates complaints about charities whether they are from the public, the media or another regulatory body. In most cases the Charity Commission will seek to work with the charity to set things right. If a problem appears to be serious or complicated, the commission may carry out further enquiries to establish the facts and decide what action is necessary to remedy it. 

Your personal information 

If you use our complaints procedure, you are agreeing that we can use any personal information you send us for purposes connected with your complaint. We will only give your personal information to other people and organisations if you have given us permission to do so. 

Equal opportunities 

We are committed to equal opportunities and take complaints about discrimination seriously.  

Comments and suggestions 

We hope that your concerns can always be resolved through the stages 1 and 2 of the procedure above. However, we welcome comments and suggestions that can help us improve our programmes and activities. The feedback we obtain will help us to continue to improve our programmes and activities. 


Updated 15th November 2023 

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