The Autistic Community of Cornwall CIC Managing Complaints Policy Introduction
At The Autistic community of Cornwall CIC, we are dedicated to providing a safe, inclusive, and enriching environment for all our participants. We understand that complaints may arise from time to time, and we take these concerns seriously. This Complaints Policy outlines the procedure for handling and resolving complaints in a fair, transparent, and timely manner.
The purpose of this policy is to:
• Provide a clear and accessible procedures for raising and addressing complaints within The Autistic Community of Cornwall CIC.
• Ensure that all complaints are treated with sensitivity, confidentiality, and respect.
• Identify areas of improvement and implement necessary changes to enhance the overall experience of participants.
This policy applies to all individuals associated with The Autistic Community of Cornwall CIC, including but not limited to participants, parents/guardians, volunteers, staff, and external stakeholders.
Definition of a Complaint
A complaint is defined as any formal or informal expression of dissatisfaction related to the services, activities, or conduct of The Autistic Community of Cornwall CIC. This can include issues regarding programme content, facilities, behaviour of participants or staff, or any other matter that affects the well-being and experience of individuals within the group.
Complaints Procedure Stage 1: Informal Resolution
We encourage complainants to attempt an informal resolution before making a formal complaint. In most cases, this can be achieved by discussing the issue with the relevant staff member or volunteer involved. The complainant may also approach the Autistic Community of Cornwall CIC management to discuss their concerns.
Stage 2: Formal Complaint Submission
If the complainant is dissatisfied with the outcome of the informal resolution or feels uncomfortable pursuing an informal route, they may submit a formal complaint in writing. The complaint should include the following details:
• Name and contact information of the complainant.
• Date and time of the incident(s) leading to the complaint.
• Detailed description of the complaint, including relevant facts and supporting evidence, if available.
• Names of any individuals involved, including witnesses, if applicable.
Complaints can be submitted via email, post, or in person to the Autistic Community of Cornwall’s CIC Management. If the complaint is about a specific coordinator, it should be addressed to the Board of Directors instead.
Upon receiving a formal complaint, the Autistic Community of Cornwall CIC coordinator, or the designated person, will acknowledge receipt within five working days. The complaint will be logged in a complaints register, which will be maintained with strict confidentiality. An impartial investigation will be conducted to gather relevant information and evidence from all parties involved. The complainant and any individuals mentioned in the complaint will be given an opportunity to provide their side of the story.
The Autistic Community of Cornwall CIC coordinator, or the designated person, will aim to resolve the complaint within 15 working days of its receipt. If the investigation requires more time, the complainant will be informed of the delay and provided with regular updates.
Once the investigation is complete, a written response outlining the findings and any actions taken will be provided to the complainant. If the complaint is found to be justified, appropriate measures will be taken to address the issue and prevent its recurrence.
Stage 3: Appeal Process and Final Resolution
If the complainant remains dissatisfied with the resolution, they may submit an appeal to the Board of Directors within ten working days of receiving the response. The appeal will be reviewed, and a final decision will be communicated within 15 working days.
If you feel we have not resolved your complaint adequately, you have the right to contact the CIC Regulator. Please find below their contact details:
CIC Regulator 1st Floor Companies House Crown Way Cardiff CF14 3UZ
24-hour voicemail service 029 2150 7420
Protection from Retaliation
At The Autistic Community of Cornwall CIC, we are committed to protecting individuals who raise concerns in good faith. We will not tolerate any form of retaliation against complainants or witnesses.
In addition, we will also seek to safeguard our staff and volunteers from intimidation, harassment or bullying from complainants who refuse to adhere to the Complaints procedures outlined above. Should members of the public, members of the organisation or anyone else seek to intimidate, bully or harass staff (either privately or publicly), we will seek to address that through the correct and formal channels. This may include asking the person to leave the organisation, removing them from any social media groups we hold or taking matters to the police if the harassment continues. We will always correspond with the individual to ensure they are formally advised of any such avenue and this will be recorded under safeguarding of staff.
This Managing Complaints Policy will be reviewed annually or as required, to ensure its effectiveness and relevance. Any updates or revisions will be communicated to all relevant parties.
Date of last policy review: 15/5/2021
The Autistic Community of Cornwall CIC Contact Information:
Marie Ralph (Director)
By following this Managing Complaints Policy, we aim to maintain a positive and supportive environment for all participants in the Autistic Community of Cornwall CIC. We encourage open communication and feedback to continuously improve our services and programmes.
Signed: (Complaints Officer) M Ralph
Reviewed Date: 4/6/202