Managing Complaints Policy

1. Introduction

Twinkle’s SEN Activity Days CIC is committed to providing high-quality services and experiences to all stakeholders. We recognise that complaints may arise from time to time, and we are dedicated to handling them promptly, fairly, and effectively. This Managing Complaints Policy outlines our approach to receiving, addressing, and resolving complaints in a transparent and responsive manner.

2. Purpose

The purpose of this policy is to:

• Provide clear guidance on the process for lodging complaints with Twinkle’s

• Ensure that complaints are handled fairly, respectfully, and confidentially

• Facilitate the resolution of complaints in a timely and satisfactory manner

• Identify opportunities for learning and improvement based on feedback received through the complaints process

3. Scope

This policy applies to all stakeholders, including service users, employees, volunteers, contractors, and members of the public, who wish to raise a complaint regarding any aspect of Twinkle’s activities, services, or conduct of individuals representing the organisation.

4. Complaints Procedure

4.1 Lodging a Complaint

Complaints can be submitted verbally, in writing, or electronically using the following contact methods:

• In person at our office or events

• By email to twinklessen@yahoo.com

All complaints should include:

• Name and contact information of the complainant

• Details of the complaint, including relevant dates, times, and individuals involved

• Any supporting documentation or evidence

4.2 Acknowledgement and Recording

Upon receipt of a complaint, Twinkle’s will acknowledge receipt promptly, usually within 10 working days. The complaint will be recorded in our complaints register, which will include details of the complaint, actions taken, and resolution outcomes.

4.3 Investigation and Resolution

Complaints will be investigated promptly and impartially by a designated member of staff or committee, depending on the nature and severity of the complaint. The investigation may involve gathering additional information, interviewing relevant parties, and reviewing relevant documentation.

Once the investigation is complete, Twinkle’s will communicate the findings to the complainant and propose a resolution where appropriate. The resolution may include:

• Apology or explanation.

• Corrective action or remedy

• Changes to policies, procedures, or practices to prevent recurrence

• Compensation or restitution where applicable

4.4 Escalation

If the complainant is not satisfied with the proposed resolution, they may request a review by escalating the complaint to the Board of Directors. The escalation process will be clearly communicated to the complainant.

If the complainant is still unsatisfied with the internal outcome of the complaint, they can complain directly to Community Interest Companies (CIC) Regulator.

The CIC Regulator can be contacted here - https://assets.publishing.service.gov.uk/media/64e74d5d1ff6f3000d70af23/cic-23-1092-complain-about-community-interest-companies.pdf

Complaints procedure - Office of the Regulator of Community Interest Companies - GOV.UK (www.gov.uk)

Any external complaint should be done within one month of receiving the outcome from the appeal.

4.5 Confidentiality and Privacy

Twinkle’s will treat all complaints and related information confidentially and in accordance with data protection regulations. Personal information will only be disclosed to individuals directly involved in the investigation and resolution of the complaint.

4.6 Learning and Improvement

Twinkle’s will use feedback received through the complaints process to identify trends, areas for improvement, and opportunities to enhance service delivery. Regular reviews of complaints data will inform ongoing training, policy development, and quality improvement initiatives.

5. Review and Revision

This Managing Complaints Policy will be reviewed annually by management to ensure its effectiveness and relevance to Twinkle's operations.  Any necessary revisions will be made in consultation with relevant stakeholders.