How do I make a complaint

Complaints

At Rundles, our core values are centered on fairness and respect. We passionately believe that everyone deserves to be heard and valued. We understand that sometimes things may not go as planned, and when that happens, we are dedicated to addressing any issues promptly and fairly. Our commitment to fairness and respect is unwavering, and we are here to ensure that every voice is acknowledged, and every concern is addressed proportionately with the upmost care.

How to make a Complaint

To make sure your complaint is acknowledged and responded to quickly, please contact us as soon as you have a reason to complain using one of the following methods and include any supporting evidence:

• Email: complaints@rundles.org.uk
• In Writing: PO Box 1113, Market Harborough, Leicestershire, LE16 0JF
• Web Submission Form: Visit our website at www.rundles.org.uk/contact

If these options are not suitable for you, please call our call centre on 0800 081 6000 to request a callback from our Customer Service Team, who will discuss your issues with you and provide a suitable resolution.

Complaints Process

We follow a straightforward complaint handling process to ensure transparency. We will conduct a full investigation, including reviewing case notes, telephone recordings, and Body Worn Video footage, to address every concern promptly and effectively.

Acknowledgement

We will acknowledge all written complaints within 2 working days of receipt. This acknowledgment will be sent via email where possible.

Informal Resolution

when a customer raises a complaint Rundles will try to address the issue quickly and informally at first. The responsible manager will review the case notes and discuss the complaint with any relevant members of our team. They will review Body Worn Video footage and telephone recordings where relevant to the complaint. The manager will then respond via our Customer Service team.

We aim to acknowledge informal complaints within 2 working days and provide a response within 5 working days of the acknowledgment. If this is not possible (for example, due to staff being on leave or needing additional information), we will let you know the reasons and provide an estimated timeline.

Formal Resolution

if we have been unable to satisfy your complaint at the informal stage, please contact us within 10 working days of the response requesting the case be escalated and explain the reason(s) why you feel this is necessary.

Your Stage 2 Complaint will be acknowledged and passed to the Customer Service Manager.

The Customer Service Manager will review your case to ensure we have conducted the correct procedures, that the investigation was comprehensive, and that the complaint outcome reached was fair and reasonable.

This will be completed within 10 working days from the date of acknowledgment. In some cases, our investigations might take longer than anticipated; however, we will keep you fully informed with holding responses, which will always include the expected date of our full response.

If you remain unsatisfied with our response

Once our internal complaint process has ended, if you still feel dissatisfied with the outcome and you are complaining about events that took place after 1st January 2025, you can contact The Enforcement Conduct Board (ECB) direct to escalate your complaint directly with them.

Making a complaint – enforcementconductboard

A copy of the ECB’s Complaint Handling Process can be found here

Complaints to the Enforcement Conduct Board at this stage should be made within 1 month of the complaint outcome being received from Rundles.

If the ECB feel they are unable to consider your complaint, they will advise you. Where a more appropriate body should be considered they will advise you accordingly.