Complaints Policy for invis-ability CIC
Our Commitment
invis-ability CIC is dedicated to providing a high-quality, accessible, and supportive experience for all our participants, partners, and the wider community.[1] Our vision is to create a fully accessible hub for learning and to empower individuals who feel marginalised.[1] We value all feedback and view complaints as an opportunity to learn and enhance our services. We are committed to resolving any issues in a fair, confidential, and timely manner.
How to Make a Complaint
We understand that you may wish to raise a concern or make a complaint about any aspect of our services, including our workshops, courses, coaching, or the conduct of our staff and volunteers. We have a straightforward process to ensure your concerns are heard and addressed.
Complaints should be submitted in writing to ensure we have a clear record of your concerns. This helps us to investigate thoroughly and respond appropriately.
Please send your complaint via email to: info@invis-ability.org.uk[2][3][4][5]
To help us resolve your complaint as quickly as possible, please include the following information:
- Your full name and contact details.
- A clear and detailed description of your complaint.
- The date and time the issue occurred.
- The names of any individuals involved, if known and relevant.
- Any supporting documentation you may have (e.g., emails, photographs).
- The resolution you are seeking.
Our Complaints Process
Stage 1: Acknowledgment
Upon receiving your written complaint, we will send an email acknowledgment within five working days. This will confirm that we have received your complaint and that it is being looked into.[6]
Stage 2: Investigation
Your complaint will be investigated by a senior member of our team, who will be impartial and objective. The investigation will involve a thorough review of the information you have provided and may include speaking with any individuals involved. We aim to complete our investigation within 28 working days of acknowledging your complaint.[6] If the issue is complex and requires more time, we will keep you informed of our progress.[6]
Stage 3: Response
Once the investigation is complete, we will provide you with a formal written response. This response will detail the findings of our investigation, the conclusions we have reached, and any actions we will be taking as a result of your complaint.[6]
Confidentiality
All complaints will be handled with the utmost confidentiality.[6] Information will be shared only with those who need to know in order to investigate and resolve the issue, in line with data protection regulations.[7]
Escalating a Complaint
We aim to resolve all complaints internally. However, if you are not satisfied with our final response, you have the right to escalate your complaint to the Office of the Regulator of Community Interest Companies.[7][8][9] The Regulator will typically expect you to have tried to resolve your concerns with the CIC directly before they will intervene.[8][9]
Policy Review
This Complaints Policy will be reviewed regularly and updated as necessary to ensure it remains effective and in line with best practice.
