Complaints Policy
PURPOSE
New Spring Vista CIC is committed to providing safe, respectful and high-quality services. We welcome feedback and take complaints seriously. Complaints help us put matters right, learn from experience and improve our practice.
WHO CAN COMPLAIN?
This procedure is available to learners, parents and carers, clients, referrers, partners, visitors, volunteers and members of the community.
A child or young person may raise a concern themselves or with help from a parent, carer, advocate or trusted adult. We will offer reasonable adjustments where needed.
SAFEGUARDING CONCERNS
If anyone is in immediate danger, call 999.
Any complaint suggesting that a child or adult at risk may have been harmed, is at risk of harm, or that an adult working with children may pose a risk will be dealt with immediately under our Safeguarding Policy. We may contact the police, social care, the Local Authority Designated Officer or another relevant authority. The ordinary complaints timetable will not delay protective action.
HOW TO RAISE A COMPLAINT
You may raise a concern informally, but you do not have to try informal resolution before making a formal complaint.
Complaints may be made:
• by email to newspringvista@gmail.com;
• through our website contact form;
• verbally to a Director; or
• through a parent, carer, advocate, referrer or trusted adult, where appropriate.
Please tell us what happened, when it happened, who was involved and what outcome you are seeking. We can help record a verbal complaint.
Anonymous complaints will be considered where there is sufficient information to investigate, particularly where safety, safeguarding, animal welfare or serious misconduct may be involved.
WHO WILL HANDLE THE COMPLAINT?
A Director who is not the subject of the complaint will normally act as Complaints Lead.
A complaint about Miranda Fildes will normally be handled by Alain Fildes. A complaint about Alain Fildes will normally be handled by Miranda Fildes. If both Directors are involved, or another conflict exists, we will appoint a suitably independent person.
COMPLAINTS PROCESS
-
Acknowledgement
We will acknowledge a formal complaint within 5 working days. We will confirm who is handling it and when you can expect a response.
2. Investigation and response
The complaint will be investigated fairly and appropriate records and evidence will be considered. We aim to provide a written outcome within 15 working days of acknowledgement.
If more time is needed, or another safeguarding, police, insurance or regulatory process must take priority, we will explain the delay, provide a revised timescale and give reasonable updates.
3 . Review
If you remain dissatisfied, you may request a review in writing within 10 working days of receiving the Stage 1 outcome.
The review will be conducted by a Director who was not previously involved or by a suitably independent person. Nobody will review their own decision.
We aim to provide our final response within 10 working days of receiving the review request.
CONFIDENTIALITY
Complaints will be handled as privately as reasonably possible. Information will only be shared where needed to investigate the complaint, protect a person or animal, obtain appropriate advice, meet insurance requirements or comply with a legal or regulatory duty.
We cannot guarantee absolute confidentiality, particularly where information must be shared to protect a child or adult at risk.
MONITORING AND REVIEW
We will keep appropriate and secure complaint records and use relevant learning to improve our services, policies, risk controls and training.
This policy is reviewed annually and sooner where a serious complaint, significant learning or relevant legal or regulatory change makes this necessary.
CONTACT US
For questions about this policy or to make a complaint, please email newspringvista@gmail.com or use the contact form on our website.
A copy of the New Spring Vista CIC Complaints Procedure is available to download here.
