Complaints



At Pride in Surrey, we are committed to creating the best possible events services for Surrey’s LGBTQ+ community.

To help us achieve this commitment, we have developed an easy-to-use online complaints process. This platform allows you to share your experiences so we can understand what we are doing well and identify areas where we can improve.

How long does the process take?

After receiving your online submission we aim to send you an acknowledge within 72 hours – at this stage we may ask for more information from you via email.

We then aim to send a full response via the email address you have provided, within 10 working days from the date of submission.

What is the process?

• Your online complaint form is securely received by the Board of Directors and the Lead Safeguarding Officer at Pride in Surrey, who review each submission.
  
  
• You will receive an automatic email following your submission, detailing your Complaints Reference Number - you may need to check your Junk Folder.
  
  
• If your submission is with regards to external event partners or suppliers, we may share the details of your comments with these parties in order to gather more information. Your personal data will not be shared.
  
  
• The Board of Directors and the Lead Safeguarding Officer at Pride in Surrey will investigate all submissions using all the information provided. If your complaint is regarding a Director or the Lead Safeguarding Officer, they will be removed from the investigation process.
  
  
• While we carefully review every complaint submitted to us, we may not be able to provide an individual response in every case.
  This may include situations:
  Where a complaint is submitted anonymously,
  Where insufficient information has been provided to enable a full investigation,
  Where multiple sibmissions are received relating to the same matter.
  
  
• We are also unable to engage with complaints that contain abusive, discriminatory, or inappropriate language towards our volunteers or partners.
  
  
• For those complaints we have investigated, we aim to send a full response to you via the email address you have provided, within 10 working days from the date of submission.

To ensure submissions are reviewed effectively, we ask that you provide all the information you think we may need to respond and, if any, what outcome you’re seeking.

All complaints received are investigated in line with our Safeguarding Policy.

Please be assured that all feedback is taken seriously and contributes to how we review and improve events and processes at Pride in Surrey.

To file a complaint via our online form, click the button below: