We are always looking to better our services to you. Your feedback will ensure we are constantly improving our services and it is always welcomed. By making your views known, you can assist us to achieve the highest possible standards and to provide a better service to everyone. If you would like to tell us about any improvements we can make, please get in touch 

Complaints procedure

Energise Me is committed to providing a high-quality service, but in any organisation there may be occasions when things do not happen as intended and you may not be happy with the service you receive. When this happens we want to put matters right quickly so that we can learn from our mistakes and improve the way we do things in the future. 

This procedure will help if you believe that Energise Me has: 

  • Failed to do something that was agreed 
  • Not done something we should have 
  • Acted unfairly or discourteously 
  • Treated you or others in an unprofessional manner 
  • Failed to follow an agreed course of action 
  • Not responded within an appropriate timeframe

Making a complaint

We believe that it is always best to try to resolve the matter with the Energise Me staff first as there may have been a misunderstanding or the issue may be easily resolved there and then. You should initially speak to the person concerned by phone or email  advising us what the problem is, how it came about and what you would like to be done to put it right. 

How to make a formal complaint

If we have been unable to resolve your complaint informally at the point of service, please send us your complaint in writing by letter or email or using the complaints form below, explaining what we have done wrong and what you think we could do to put it right. 

Complaint Form

Use this form to send a formal complaint to Energise Me. We require your contact details so that we can most appropriately respond to your complaint. All data will be held according to our data protection policy.


Our promise

On receipt of a formal complaint we will write to you within 10 working days to acknowledge receipt and confirming our understanding of what your complaint is about. If we cannot give a full response within 10 working days due to the complex nature of your complaint, we will tell you who is looking after your complaint, what action we are taking and when a reply can be expected. 

We are committed to putting things right and the Chief Executive has overall responsibility for the Energise Me Complaints’ Procedure. 

What to do next

If you are unhappy with the response you receive, you can contact the Chair of Energise Me Trust Board.

The Chair of the Trust Board is Jon Monkcom and he can be contacted on the following email address: 

Still dissatisfied?

We will do all that we can to resolve your complaint at an early stage. However, if you are still dissatisfied with our response, you will have the right to ask for your complaint to be reviewed by a panel, which is made up of three members of the Trust Board. If your complaint is referred to a review panel, we will contact you about the date of the panel’s meeting. You will have the right to attend and put your case forward. We will advise you in writing within 10 working days what decisions have been taken on the panel’s recommendations. Our letter will give reasons for the decision and the steps to be taken.  

Please note that all details relating to a complaint will be held in accordance with the Data Protection Act. 

Please send all correspondence to: 

Finance and Administration Manager,

C/O Azets Athenia House, 10-14 Andover Road, Winchester, Hampshire, SO23 7BS

Or email the charity via 

Your statutory rights 

Complaints about the operation of a charity can be made to the Charity Commission. Information about the kind of complaints the Commission can involve itself in can be found on their website. 

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