Complaints Policy

Introduction

Youth Empowering Services CIC (YES CIC) is committed to providing high-quality services that meet the needs of young people, families, and communities. As a trauma-informed and ACE-informed organisation, we strive to handle complaints with care, empathy, and professionalism, ensuring that all concerns are addressed fairly and in accordance with UK law.

This policy outlines the procedure for making, handling, and resolving complaints, ensuring transparency and accessibility for all stakeholders.

Purpose

The purpose of this policy is to:

• Ensure complaints are dealt with promptly, fairly, and sensitively.
• Maintain high standards of service delivery.
• Use feedback to improve and develop our services.
• Provide a consistent approach to managing complaints.

Scope

This policy applies to:

• Service users (young people, families, and communities).
• Partner organisations, stakeholders, and members of the public.
• Staff, volunteers, and contractors.

How to Make a Complaint

We welcome complaints via email to info@yescic.org.uk. If you prefer, complaints can also be submitted verbally or in writing to any member of the YES CIC team, who will ensure it is passed to the appropriate person.

All complaints must include:

• The complainant’s name and contact information.
• Details of the complaint (what happened, when, and who was involved).
• Any supporting evidence (if applicable).
• Desired outcome (if known).

Our Commitment to Trauma-Informed Practice

We understand that raising a complaint can be a difficult and emotional experience. As a trauma-informed organisation, we commit to:

• Listening to complainants with empathy and understanding.
• Avoiding retraumatisation during the complaints process.
• Ensuring complainants feel safe and supported throughout.

Complaints Procedure

Step 1: Acknowledgment

• We will acknowledge receipt of the complaint within 5 working days, confirming that the matter is being investigated.

Step 2: Investigation

• The complaint will be reviewed by an appropriate senior team member who has not been directly involved in the issue.
• We aim to complete investigations within 15 working days. If more time is required, we will inform the complainant and provide an updated timeline.

Step 3: Response

• Following the investigation, we will provide a written response detailing our findings and any actions to be taken.
• If the complainant is satisfied with the outcome, the matter will be closed.

Step 4: Escalation

• If the complainant is not satisfied, they may escalate the complaint to the Managing Director by emailing info@yescic.org.uk, marking the email as “FAO Managing Director – Complaint Escalation.”
• The Managing Director will review the complaint and provide a final written response within 10 working days.

Step 5: External Review

• If the complainant remains dissatisfied, they may refer their complaint to an external body, such as the relevant regulatory authority (e.g., Ofsted or the Charity Commission, where applicable).

Confidentiality

All complaints will be handled confidentially and in accordance with the UK General Data Protection Regulation (UK GDPR). Information will only be shared on a need-to-know basis.

Accessibility

We are committed to ensuring this policy is accessible to everyone. If you require this policy in an alternative format (e.g., large print or audio), please contact us at info@yescic.org.uk.

Monitoring and Learning

All complaints are recorded and monitored to:

• Identify trends or recurring issues.
• Improve services and practices.
• Enhance staff training and awareness.

Review of Policy

This policy will be reviewed annually to ensure it remains effective and compliant with UK legislation. The next review date is 01-01-2026.

Contact Details

For all complaints and queries, please contact: Email: info@yescic.org.uk

Thank you for helping us to improve our services. We value your feedback and are committed to ensuring all concerns are addressed with care and respect.