Complaints Policy

Wickerbys C.I.C.

1. Purpose

Wickerbys C.I.C. is committed to delivering high-quality services and welcomes feedback. This policy sets out how complaints can be made and how they will be handled.

2. What is a Complaint?

A complaint is an expression of dissatisfaction about:

The quality of service provided.
The conduct of staff or volunteers.
A decision made by the Organisation.
Failure to provide a service where expected.

Safeguarding concerns are handled under the Safeguarding Policy, though they may also be raised through this procedure.

3. How to Make a Complaint

Complaints may be made:

In writing (email or letter)
By telephone
In person (where appropriate)

Contact details are available on our website.

Anonymous complaints will be considered, though investigation may be limited.

4. Complaint Handling Procedure

Stage 1 – Informal Resolution

Where possible, concerns should first be raised informally with a member of staff. Many issues can be resolved quickly at this stage.

Stage 2 – Formal Complaint

If unresolved, a formal complaint should be submitted in writing. The Organisation will:

Acknowledge receipt within 5 working days.
Investigate the matter impartially.
Provide a written response within 20 working days (where reasonably possible).

5. Escalation

If the complainant remains dissatisfied, the complaint may be escalated to a Director or designated senior representative for review.

The decision at this stage will be final within the Organisation.

6. Confidentiality

Complaints will be handled sensitively and confidentially. Information will be shared only as necessary to investigate and resolve the matter.

7. Protection from Victimisation

Wickerbys C.I.C. will not tolerate victimisation or retaliation against anyone raising a genuine concern in good faith.

8. Record Keeping

A record of complaints will be maintained to:

Monitor patterns
Improve service delivery
Ensure accountability

Reviewed and effective from: 12/2/2026