Internal Complaints Procedure – Pride Space CIC
Pride Space CIC
Version:1.0
Effective Date: 21/02/25
1. Introduction
At Pride Space CIC, we are committed to maintaining a respectful, professional, and supportive environment. This procedure outlines the steps individuals should follow when they wish to make a complaint regarding any aspect of their experience with our organisation, whether it’s about our services, staff, or policies.
2. Scope
This procedure applies to all employees, volunteers, and service users of Pride Space CIC. It aims to address any complaints promptly, fairly, and impartially.
3. What is a Complaint?
A complaint is any expression of dissatisfaction, whether verbal or written, about the actions or services provided by Pride Space CIC, its staff, volunteers, or board members.
4. How to Make a Complaint
Step 1: Informal Resolution (Optional)
If you have a concern, we encourage you to try and resolve it informally by speaking directly with the person involved (staff, volunteer, or board member). Many issues can be addressed at this stage without further escalation.
Step 2: Formal Complaint Submission
If the issue is not resolved informally or you are unable to speak to the individual concerned, you can submit a formal complaint. Complaints should be submitted in writing using the Complaint Form available on our website.
In your complaint, please provide:
A clear description of the issue or concern.
Any relevant dates, events, or people involved.
Desired outcome or resolution.
Complaints should be submitted within 5 days of the incident or event in question.
5. Acknowledging the Complaint
Once a complaint has been received, the complainant will receive an acknowledgment within 5days via email or letter. This will confirm the receipt of the complaint and outline the process for investigation.
6. Investigating the Complaint
The complaint will be reviewed and investigated by the designated Complaints Officer or a senior manager within 21 of the acknowledgment. The investigation will include:
Interviewing the complainant and any relevant witnesses.
Reviewing documents, records, or evidence related to the complaint.
Offering the opportunity for the accused party (if any) to provide their side of the story.
7. Outcome and Resolution
Once the investigation is complete, the complainant will be informed of the outcome. This will include:
A summary of the investigation findings.
Any actions taken or decisions made.
The resolution offered to address the complaint (if applicable).
This will be provided to the complainant within 21 days of the investigation’s conclusion.
8. If You Are Not Satisfied with the Outcome
If you are not satisfied with the outcome of the complaint process, you have the right to appeal. Appeals must be submitted in writing within 5 days of receiving the outcome. The appeal will be reviewed by a board member, and a final decision will be made.
9. Confidentiality and Data Protection
All complaints will be handled in a confidential manner. Information will only be shared with individuals who need to be involved in the resolution process. Personal data related to complaints will be handled in accordance with our Data Protection Policy and applicable laws.
10. Conclusion
We are committed to continuously improving the way we operate and value feedback. We encourage anyone who feels the need to make a complaint to do so, as it helps us provide better services and a more effective community interest organisation.