Please find below all of our policies. If you have any questions or need further information, please feel free to contact us via our “Contact Us” page. We’re always here to help and ensure you have the information you need.
Sisters_of_Support_All_Policies
Complaints
In the interest of transparency, we have decided to display our complaint policy here, for everything else please click the link above.
Complaints Procedure Policy
1. Purpose
Sisters of Support CIC is committed to providing a safe, respectful, and supportive environment for all women who attend our groups, events, and services.
We recognise that sometimes concerns or complaints may arise. This policy sets out the procedure for raising and resolving complaints in a fair, transparent, and timely manner.
Our aim is to:
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Resolve issues quickly and informally where possible
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Ensure all concerns are taken seriously
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Treat everyone involved with respect and fairness
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Use feedback to improve our services
2. Who This Policy Applies To
This procedure applies to complaints made by:
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Members attending SOS groups
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Service users
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Volunteers
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Members of the public
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Partner organisations
This policy does not replace safeguarding procedures. Any safeguarding concerns will be handled immediately under the Safeguarding Policy.
3. Levels of Complaint
Stage 1 – Initial Grievance (Informal Resolution)
If you have a concern or complaint, we encourage you to raise it informally in the first instance.
You should speak directly with the group facilitator or volunteer running the session. Many issues can be resolved quickly through open conversation and clarification.
The facilitator will listen to your concerns and attempt to resolve the issue where possible.
Stage 2 – Formal Complaint
If the matter cannot be resolved informally, or you feel the issue requires higher input, you may submit a formal complaint in writing.
Formal complaints should be emailed to:
Your complaint should include:
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Your name (optional if you wish to remain anonymous)
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Date of incident
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Location/group involved
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Description of the issue or concern
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Any relevant supporting information
A member of the SOS leadership team will acknowledge receipt of the complaint within 5 working days.
An investigation will then be carried out where appropriate.
Stage 3 – Escalation to Directors
If you are not satisfied with the outcome of the formal complaint investigation, the complaint may be escalated to the Board of Directors of Sisters of Support CIC for review.
The Directors will review:
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The complaint
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The investigation carried out
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The response previously provided
A final written decision will be issued within 14 working days where possible.
This decision will be considered final.
4. Confidentiality
All complaints will be handled confidentially and sensitively. Information will only be shared with individuals directly involved in investigating or resolving the complaint.
5. Fairness and Respect
SOS expects all complaints to be raised respectfully.
Abusive, threatening, or malicious complaints may not be processed and may result in appropriate action being taken to protect volunteers, staff, and members.
6. Learning and Improvement
Sisters of Support CIC values feedback and will use complaints constructively to help improve our services, policies, and community environment