Complaints Policy
1. Purpose
CelebrateAble, a trading brand of Inclusive Entertainment Group CIC, is committed to providing a high-quality, welcoming service to everyone we work with, including families, attendees, volunteers, donors, supporters, partners and members of the public.
We welcome feedback and recognise that complaints can help us improve our services, policies and procedures. This policy explains how concerns and complaints can be raised, and how they will be handled.
2. Scope
This policy applies to complaints relating to:
- Our events and activities
- Volunteers
- Staff
- Directors
- Fundraising activities
- Communications
- Organisational decisions
- The conduct of anyone acting on behalf of CelebrateAble
This policy does not replace safeguarding procedures or criminal investigations. Where a complaint raises safeguarding concerns, our Safeguarding Statement and procedures take precedence.
3. Our commitment
We will:
- Take all complaints seriously.
- Treat complainants with respect.
- Handle complaints fairly and impartially.
- Investigate concerns appropriately.
- Keep information confidential where possible.
- Respond within reasonable timescales.
- Use feedback to improve our services.
4. Informal resolution
Where possible, concerns should first be raised informally. Many issues can be resolved quickly through discussion with the relevant volunteer, staff member or Director.
Informal concerns may be raised in person, by telephone, by email or in writing. If the matter cannot be resolved informally, a formal complaint may be submitted.
5. Formal complaints
Formal complaints can be submitted by email to info@celebrateable.co.uk.
Complaints should include:
- Your name and contact details
- A description of the complaint
- Relevant dates
- Individuals involved
- Any supporting evidence
- Your desired outcome, if known
Anonymous complaints may be considered where sufficient information is provided.
6. Complaint handling process
Stage 1 — Acknowledgement. We will acknowledge receipt of a complaint within 5 working days.
Stage 2 — Investigation. A Director or appointed representative will investigate the complaint. This may include reviewing records, speaking with relevant individuals, gathering evidence and seeking clarification from the complainant. We aim to complete investigations within 20 working days. Where this is not possible, we will provide an update.
Stage 3 — Outcome. A written response will be issued setting out our findings, any actions taken, any lessons learned and any further steps available.
7. Appeals
If you are dissatisfied with the outcome, you may submit an appeal within 20 working days of receiving the decision. The appeal should explain why the decision is disputed, include any additional evidence, and raise any procedural concerns.
Where possible, the appeal will be reviewed by a Director who was not involved in the original investigation. The appeal decision will normally be final.
8. Confidentiality
Information relating to complaints will only be shared with those who need to know in order to investigate and resolve the matter. Records will be stored securely in accordance with our Privacy Policy and data retention schedule.
9. Unreasonable complaints
We recognise that everyone has the right to raise concerns. However, we reserve the right to restrict communication where behaviour becomes abusive, threatening, harassing, or excessive and repetitive. Any such decision will be proportionate and documented.
10. Learning and improvement
Complaints will be reviewed periodically to identify service improvements, training needs, policy changes and operational improvements. We view complaints as an opportunity to learn and improve.
11. Monitoring
We will maintain a complaints log recording the date received, the nature of the complaint, the action taken, the outcome and the date closed. Personal information will be processed in accordance with UK GDPR and our Privacy Policy.