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Complaints and disputes

Version 1.0 · In force from 1st February 2026 · Next review 1st February 2027

1. Statement of Intent

Kinect Community CIC is committed to providing high-quality services to children, young people, adults, and families. We recognize that occasionally things may go wrong, and we value feedback as an opportunity to improve our practice.

This policy provides a clear, fair, and transparent process for raising, investigating, and resolving complaints or disputes. We aim to resolve concerns at the earliest possible stage and ensure that all parties are treated with respect and confidentiality.

We ensure that:

  • Complaints are handled fairly, objectively, and promptly.
  • Opportunities for informal resolution are prioritized.
  • Safeguarding concerns raised through this procedure are referred immediately to the Designated Safeguarding Lead (DSL).
  • No individual will suffer discrimination or disadvantage for raising a genuine complaint.

2. Definitions

  • Concern: An issue raised at an early stage that can often be resolved quickly and informally through discussion.
  • Complaint: A formal expression of dissatisfaction about the standard of service, actions, or lack of action by the organisation or its staff/volunteers.
  • Complainant: The individual or group raising the concern or complaint (e.g., participants, parents, carers, partners).
  • Dispute: A situation where a complaint remains unresolved after formal investigation, or where there is a significant disagreement over the outcome.
  • Resolution: The steps taken to address the issue, which may include an explanation, an apology, a change in procedure, or a specific action to rectify the situation.

3. Aims and Objectives

  • To provide a simple and accessible procedure for everyone we work with.
  • To resolve complaints through informal discussion whenever possible.
  • To ensure all formal complaints are investigated thoroughly and impartially.
  • To use feedback from complaints to drive continuous improvement in our activities and services.

This policy is designed to meet the requirements of:

  • The Companies Act 2006 and CIC Regulations.
  • The Equality Act 2010.
  • Data Protection Act 2018 / UK GDPR.
  • Children Act 1989 & 2004 (Safeguarding duties).
  • Care Act 2014 (Adult safeguarding).
  • Ofsted and Grant Funder professional standards for community organisations.

5. Who Can Make a Complaint?

This policy is open to:

  • Participants: Children, young people, and adults engaging in our activities.
  • Families: Parents, carers, and legal guardians of children and young people.
  • Stakeholders: Commissioning bodies, local authorities, and partner organisations.
  • Members of the Public: Anyone affected by our organisation's activities.

Note: Complaints regarding staff employment issues are handled via the internal Grievance Policy. Anonymous complaints will be recorded and acted upon where possible, though full investigation may be limited.

6. Stages of the Procedure

Kinect Community CIC follows a three-stage process to ensure fairness and thoroughness.

Stage 1: Informal Resolution

Most concerns can be resolved quickly by speaking with the staff member or manager involved.

  • Action: Raise the concern verbally or in writing within 10 working days of the incident.
  • Timeline: We aim to resolve Stage 1 concerns within 5 working days.
  • Outcome: If the complainant is satisfied, the matter is closed. If not, they may move to Stage 2.

Stage 2: Formal Investigation

If the matter is not resolved informally, or is of a serious nature, a formal complaint should be submitted.

  • Action: Submit a written complaint to the Organisation Lead (or a Director if the Lead is the subject).
  • Acknowledgement: We will acknowledge receipt within 2 working days.
  • Investigation: An internal investigation will be conducted, which may include interviews and reviewing records.
  • Response: A full written response will be provided within 15 working days.

Stage 3: Independent Review (Dispute Stage)

If the complainant remains dissatisfied with the Stage 2 outcome, they can request an independent review.

  • Action: Request a review in writing within 10 working days of the Stage 2 response.
  • Panel: A panel of three people will be convened, including at least one person who is independent of the day-to-day management of Kinect Community CIC.
  • Meeting: The complainant will be invited to a meeting (and may be accompanied by a friend/advocate).
  • Final Decision: The panel will issue a final written report within 10 working days of the meeting.

7. Dispute Resolution and Appeals

If a dispute cannot be resolved through our internal three-stage process:

  • Mediation: We may suggest independent mediation to reach a mutually agreeable solution.
  • External Bodies: Complainants may refer their concerns to relevant external bodies, such as:
  • The Charity Commission (if applicable to funding).
  • The Regulator of Community Interest Companies.
  • The Information Commissioner’s Office (ICO) for data-related complaints.
  • The relevant Local Authority or Grant Funder.

8. Roles and Responsibilities

  • Organisation Lead/Directors: Overall responsibility for the policy and ensuring Stage 2/3 investigations are conducted fairly.
  • Staff and Volunteers: Responsible for listening to concerns, attempting informal resolution, and escalating matters correctly.
  • Designated Safeguarding Lead (DSL): Must be informed immediately if any complaint involves a safeguarding concern or allegation against staff.

9. Record Keeping and Monitoring

Kinect Community CIC maintains a Complaints Log which includes:

  • Date and nature of the complaint.
  • The stage at which it was resolved.
  • The outcome and any actions taken as a result.
  • Copies of all correspondence and investigation notes.

Records are kept securely in line with our Data Protection Policy. A summary of complaints (non-identifiable) is reviewed annually by the Directors to identify trends.

This policy should be read in conjunction with:

  • Safeguarding Children, Young People, and Adults Policy.
  • Staff Code of Conduct.
  • Data Protection Policy.
  • Whistleblowing Policy.
  • Equality and Diversity Policy.

11. Monitoring and Review

This policy will be reviewed annually by the Directors of Kinect Community CIC to ensure it remains effective and compliant with current legislation and best practice.

Kinect Community CIC Empowering our community through transparency and care.

Questions about this policy? Email contact@kinectcommunity.org.