Complaints and Procedures Policy
1. Introduction
Uplift Adult and Youth Community Interest Company (CIC) is committed to maintaining open communication with all stakeholders and values feedback as a means to improve our services and operations. This Complaints and Procedures Policy outlines the process for raising and addressing complaints in a fair, confidential, and timely manner.
2. Policy Statement
Uplift Adult and Youth CIC aims to:
- Encourage individuals to voice their concerns and complaints without fear of reprisal.
- Treat all complaints seriously and handle them promptly, impartially, and confidentially.
- Use complaints as an opportunity for improvement and learning.
- Ensure that complainants are informed about the progress and outcome of their complaints.
3. Scope
This policy applies to all stakeholders, including employees, volunteers, beneficiaries, donors, suppliers, and any other individuals associated with Uplift Adult and Youth CIC.
4. Types of Complaints
Complaints may include but are not limited to issues related to:
- The quality of services provided by Uplift Adult and Youth CIC.
- Conduct or behaviour of staff, volunteers, or other stakeholders.
- Handling of personal data or data protection concerns.
- Compliance with organizational policies or procedures.
5. Complaints Procedure
5.1. Informal Resolution
In many cases, complaints can be resolved informally and promptly by discussing the issue with the relevant staff member or supervisor. Individuals are encouraged to raise their concerns directly with the person involved, or if that is not possible, with their immediate supervisor.
5.2. Formal Complaint
If an informal resolution is not possible or does not resolve the issue satisfactorily, the complainant may submit a formal complaint to the designated complaint officer, who is Naima Mohamed Ali, +44 7831 189155.
5.3. Submitting a Formal Complaint
Formal complaints should be submitted in writing (by email or letter) and include the following details:
- Name and contact information of the complainant.
- A detailed description of the complaint, including relevant dates and individuals involved.
- Any evidence or supporting documentation related to the complaint, if available.
5.4. Acknowledgment
Upon receipt of a formal complaint, Uplift Adult and Youth CIC will acknowledge the complaint promptly and inform the complainant of the expected timeframe for resolution.
5.5. Investigation and Resolution
The complaint officer will conduct a thorough investigation, ensuring confidentiality and impartiality throughout the process. The investigation may involve interviews with relevant individuals and a review of relevant documentation.
5.6. Feedback to Complainant
Once the investigation is complete, Uplift Adult and Youth CIC will provide the complainant with a written response outlining the findings, any actions taken, and the resolution of the complaint.
6. Appeal Procedure
If the complainant is not satisfied with the outcome of the complaint, they may appeal the decision in writing to the Board of Trustees. The appeal should include the reasons for the appeal and any additional evidence or information relevant to the case.
7. Confidentiality
All information related to complaints will be treated confidentially and shared only with individuals directly involved in the resolution process.
8. Non-Retaliation
Uplift Adult and Youth CIC prohibits retaliation against individuals who raise complaints in good faith. Any instances of retaliation will be treated seriously and addressed promptly.
9. Review and Improvement
This Complaints and Procedures Policy will be reviewed periodically to ensure its effectiveness and compliance with changes in organizational needs or regulations.
10. Conclusion
Uplift Adult and Youth CIC values feedback and is committed to addressing complaints in a fair, confidential, and timely manner. By adhering to this Complaints and Procedures Policy, we aim to continuously improve our services and uphold the trust of our stakeholders.
Signed: Naima Mohamed Ali
Date: 17/04/2025
