complaints
1. Introduction
Waymakers CIC is committed to creating a safe, respectful, and responsive environment for young people, families, volunteers, and staff. We aim to build strong relationships and resolve concerns through open and constructive dialogue. However, we also recognise that sometimes people may wish to raise concerns more formally.
This policy outlines our approach to handling complaints in a fair, transparent, and timely manner.
2. Scope of the Policy
This policy covers complaints made by:
Complaints may relate to:
3. Our Approach to Resolving Concerns
Where possible, we encourage concerns to be raised informally in the first instance, as this often leads to quicker and more satisfactory resolution.
We aim to:
4. Informal Complaints
If you feel comfortable, please raise your concern directly with a facilitator or member of staff at the time of the issue or shortly afterwards. You can also contact the Directors via email at [email protected]
We will aim to respond within 5 working days and resolve the issue within 10 working days wherever possible.
5. Formal Complaints Procedure
If the matter cannot be resolved informally, or you feel it is too serious for an informal approach, you may make a formal complaint.
a) How to Make a Complaint
Complaints can be submitted by emailing [email protected] or writing to:
Waymakers Cambridge CIC
25 Clare Street
Cambridge
CB4 3BY
Please include:
b) What Happens Next
6. Appeals
If you are dissatisfied with the outcome of your complaint, you can request a review with an appeal panel which will include input from members of our Steering Committee. Appeals must be made within 10 working days of receiving the outcome.
The decision of the appeal panel will be final.
7. Learning and Improvement
All complaints are logged (anonymously if required) and reviewed to help us learn and improve. Where appropriate, we will update our policies or practices based on issues raised.
8. Confidentiality
Complaints will be handled sensitively, and information shared only with those directly involved. We will treat all complainants with respect and will not tolerate retaliation or discrimination as a result of raising a concern.
Waymakers CIC is committed to creating a safe, respectful, and responsive environment for young people, families, volunteers, and staff. We aim to build strong relationships and resolve concerns through open and constructive dialogue. However, we also recognise that sometimes people may wish to raise concerns more formally.
This policy outlines our approach to handling complaints in a fair, transparent, and timely manner.
2. Scope of the Policy
This policy covers complaints made by:
- Parents or carers of young people who attend Waymakers sessions or events
- Young people involved in our programmes
- Volunteers, facilitators, or members of the community
- Members of the public
Complaints may relate to:
- The behaviour or actions of facilitators, volunteers, or participants
- The suitability or safety of a session or activity
- Communication or decisions made by the organisation
- Issues of access, inclusion, or safeguarding
- Complaints relating to child protection concerns will be handled under our Safeguarding Policy and may be referred to relevant authorities.
3. Our Approach to Resolving Concerns
Where possible, we encourage concerns to be raised informally in the first instance, as this often leads to quicker and more satisfactory resolution.
We aim to:
- Listen without judgment
- Take all concerns seriously
- Respond promptly and respectfully
- Learn from feedback to improve our work
4. Informal Complaints
If you feel comfortable, please raise your concern directly with a facilitator or member of staff at the time of the issue or shortly afterwards. You can also contact the Directors via email at [email protected]
We will aim to respond within 5 working days and resolve the issue within 10 working days wherever possible.
5. Formal Complaints Procedure
If the matter cannot be resolved informally, or you feel it is too serious for an informal approach, you may make a formal complaint.
a) How to Make a Complaint
Complaints can be submitted by emailing [email protected] or writing to:
Waymakers Cambridge CIC
25 Clare Street
Cambridge
CB4 3BY
Please include:
- Your name and contact details
- A clear description of your concern
- Any relevant dates, people involved, or evidence
- What outcome you are hoping for
b) What Happens Next
- You will receive an acknowledgement within 5 working days.
- We will carry out an investigation and aim to respond fully within 15 working days.
- You may be invited to a meeting or call to explore the issue further.
- You will receive a written response outlining any actions or decisions.
6. Appeals
If you are dissatisfied with the outcome of your complaint, you can request a review with an appeal panel which will include input from members of our Steering Committee. Appeals must be made within 10 working days of receiving the outcome.
The decision of the appeal panel will be final.
7. Learning and Improvement
All complaints are logged (anonymously if required) and reviewed to help us learn and improve. Where appropriate, we will update our policies or practices based on issues raised.
8. Confidentiality
Complaints will be handled sensitively, and information shared only with those directly involved. We will treat all complainants with respect and will not tolerate retaliation or discrimination as a result of raising a concern.