Complaints Procedure

Last updated: 13 October 2025

We welcome feedback and take complaints seriously. This procedure explains how to raise concerns and what to expect from us.

Our Commitment

At 1NCLU5IVE SANDBACH, we strive to provide excellent, accessible services. When things go wrong, we want to:

• Listen to your concerns without judgment
• Respond promptly and fairly
• Put things right where we can
• Learn from mistakes to improve our services

What is a Complaint?

A complaint is an expression of dissatisfaction about our services, actions, or lack of action. This might include:

• How you were treated by volunteers or staff
• Quality or accessibility of our activities
• Communication issues
• Decisions we've made affecting you
• Delays or failures in delivering services

Complaints vs. Feedback

Feedback helps us improve but doesn't require a formal response (e.g., "It would be great if coffee mornings started 30 minutes later").
Complaints raise concerns about something that's gone wrong and expect a response.

If you're unsure whether to make a formal complaint, contact us – we'll help you decide the best route.

Before Making a Formal Complaint

Many issues can be resolved quickly through informal discussion. Consider:

• Speaking to the volunteer or staff member involved
• Emailing info@1nclu5ive.org.uk to raise your concern
• Calling in to a session and chatting with an organiser

If informal resolution doesn't work – or the issue is too serious – please use our formal complaints procedure.

How to Make a Complaint

You can submit a complaint:

By Email

Send details to: complaints@1nclu5ivesandbach.org.uk

By Post

Write to:
Complaints Officer
1NCLU5IVE SANDBACH
[Address to be added]
Sandbach, Cheshire, CW11 [Postcode]

Via Contact Form

Use our online contact form and select "Complaint" as the subject.

In Person

Speak to a trustee or senior volunteer at any of our activities. They'll help you submit a written complaint.

Through a Representative

If you'd prefer, someone else (friend, advocate, family member) can make a complaint on your behalf – with your consent.

What to Include

To help us investigate, please provide:

• Your name and contact details (unless you wish to remain anonymous)
• Date and location of the incident
• Who was involved (names if known, or descriptions)
• What happened – as much detail as possible
• Impact on you – how this affected you
• What you'd like us to do – apology, explanation, change in practice, etc.
• Any supporting evidence – emails, photos, witness statements

Don't worry if you can't provide all of this – we'll work with what you can share.

Alternative Formats

Need to make a complaint in a different format? We can accept:

• Audio recordings (email or post a USB/CD)
• Video (including BSL)
• Easy Read template (request from info@1nclu5ive.org.uk)
• Phone call (we'll write notes and send them to you to confirm accuracy)

The Complaints Process

Stage 1: Acknowledgment (Within 3 Working Days)

We'll acknowledge your complaint by email or post, confirming:

• We've received it
• Who is handling it
• Expected timescale for a full response

Stage 2: Investigation (Within 15 Working Days)

A trustee or senior volunteer will:

• Review the complaint and any evidence
• Speak to people involved (if appropriate)
• Consider what went wrong and why
• Decide on a fair outcome

If the investigation will take longer than 15 days, we'll contact you to explain why and give a new deadline.

Stage 3: Response

We'll send a written response (email or post) that includes:

• Summary of your complaint
• What we found during our investigation
• Whether the complaint is upheld, partially upheld, or not upheld
• Actions we'll take (apology, policy change, training, etc.)
• How to appeal if you're not satisfied

If You're Not Satisfied

Stage 4: Appeal to Trustees (Within 10 Working Days)

If you're unhappy with our response, you can appeal to our Board of Trustees:

• Email: trustees@1nclu5ivesandbach.org.uk
• Explain why you're dissatisfied with the original response
• The Chair of Trustees (or another trustee if the Chair was involved) will review the case

We'll respond to appeals within 20 working days.

External Escalation

If you've completed our internal process and remain unsatisfied, you can contact:

Charity Commission

If your complaint relates to how the charity is run, governance, or serious misconduct:

• Website: gov.uk/complain-about-charity
• Phone: 0300 066 9197

Equality and Human Rights Commission

If you believe you've been discriminated against:

• Equality Advisory Service: 0808 800 0082
• Website: equalityadvisoryservice.com

Information Commissioner's Office (ICO)

If your complaint is about data protection or privacy:

• Website: ico.org.uk/make-a-complaint
• Helpline: 0303 123 1113

Timescales Summary

Stage	Timescale
Acknowledgment	3 working days
Investigation & response	15 working days
Appeal to trustees	20 working days

Anonymous Complaints

We accept anonymous complaints, though it may limit our ability to:

• Investigate fully (we can't ask follow-up questions)
• Update you on progress
• Provide a personalised resolution

We'll still investigate and take action where possible.

Safeguarding Complaints

If your complaint involves abuse, harm, or safeguarding concerns, please see our Safeguarding Policy for specific procedures.

Urgent concerns: Contact safeguarding@1nclu5ivesandbach.org.uk or Cheshire East Adult Safeguarding on 0300 123 5010.

Learning from Complaints

We take complaints seriously as opportunities to improve. Every complaint is:

• Reviewed by trustees quarterly
• Analysed for patterns or systemic issues
• Used to update policies, training, or practice
• Reported annually in our impact report (anonymised)

Your Rights

When you make a complaint, you have the right to:

• Be treated with respect and dignity
• Have your complaint taken seriously
• Receive a fair, impartial investigation
• Be kept informed of progress
• Receive a clear, honest response
• Appeal if you're not satisfied
• Continue using our services (complaints won't affect your access)

Our Responsibilities

We commit to:

• Handle complaints confidentially
• Investigate impartially (no assumptions of guilt or blame)
• Meet stated timescales (or explain delays)
• Communicate clearly in accessible formats
• Take action where complaints are upheld
• Protect complainants from victimisation

Contact

Complaints Officer: Jane Thompson (Chair of Trustees)
Email: complaints@1nclu5ivesandbach.org.uk
General enquiries: info@1nclu5ive.org.uk