{"id":483,"date":"2025-01-13T13:59:31","date_gmt":"2025-01-13T13:59:31","guid":{"rendered":"https:\/\/sistersofsupport.co.uk\/?page_id=483"},"modified":"2026-03-11T16:19:50","modified_gmt":"2026-03-11T16:19:50","slug":"policies","status":"publish","type":"page","link":"https:\/\/sistersofsupport.co.uk\/index.php\/policies\/","title":{"rendered":"Policies"},"content":{"rendered":"\r\n<p><strong><mark class=\"has-inline-color\" style=\"background-color: rgba(0, 0, 0, 0); color: #1c1737;\">Please find below all of our policies. If you have any questions or need further information, please feel free to contact us via our &#8220;Contact Us&#8221; page. We\u2019re always here to help and ensure you have the information you need.\u00a0<br \/><br \/><\/mark><\/strong><\/p>\r\n<p><a href=\"https:\/\/sistersofsupport.co.uk\/wp-content\/uploads\/2025\/09\/Sisters_of_Support_All_Policies.pdf\">Sisters_of_Support_All_Policies<\/a><\/p>\r\n<p>&nbsp;<\/p>\r\n<h1>Complaints<\/h1>\r\n<p>In the interest of transparency, we have decided to display our complaint policy here, for everything else please click the link above.<\/p>\r\n<p>&nbsp;<\/p>\r\n<h2 data-section-id=\"1tsnal0\" data-start=\"351\" data-end=\"381\">Complaints Procedure Policy<\/h2>\r\n<h3 data-section-id=\"1al4893\" data-start=\"383\" data-end=\"397\">1. Purpose<\/h3>\r\n<p data-start=\"398\" data-end=\"554\">Sisters of Support CIC is committed to providing a safe, respectful, and supportive environment for all women who attend our groups, events, and services.<\/p>\r\n<p data-start=\"556\" data-end=\"732\">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.<\/p>\r\n<p data-start=\"734\" data-end=\"748\">Our aim is to:<\/p>\r\n<ul data-start=\"749\" data-end=\"942\">\r\n<li data-section-id=\"1kh2fck\" data-start=\"749\" data-end=\"805\">\r\n<p data-start=\"751\" data-end=\"805\">Resolve issues quickly and informally where possible<\/p>\r\n<\/li>\r\n<li data-section-id=\"13anca\" data-start=\"806\" data-end=\"849\">\r\n<p data-start=\"808\" data-end=\"849\">Ensure all concerns are taken seriously<\/p>\r\n<\/li>\r\n<li data-section-id=\"9r7ymy\" data-start=\"850\" data-end=\"903\">\r\n<p data-start=\"852\" data-end=\"903\">Treat everyone involved with respect and fairness<\/p>\r\n<\/li>\r\n<li data-section-id=\"1yracxx\" data-start=\"904\" data-end=\"942\">\r\n<p data-start=\"906\" data-end=\"942\">Use feedback to improve our services<\/p>\r\n<\/li>\r\n<\/ul>\r\n<hr data-start=\"944\" data-end=\"947\" \/>\r\n<h1 data-section-id=\"7su6bp\" data-start=\"949\" data-end=\"980\">2. Who This Policy Applies To<\/h1>\r\n<p data-start=\"981\" data-end=\"1026\">This procedure applies to complaints made by:<\/p>\r\n<ul data-start=\"1027\" data-end=\"1142\">\r\n<li data-section-id=\"1gcaubq\" data-start=\"1027\" data-end=\"1059\">\r\n<p data-start=\"1029\" data-end=\"1059\">Members attending SOS groups<\/p>\r\n<\/li>\r\n<li data-section-id=\"1mgmp1z\" data-start=\"1060\" data-end=\"1077\">\r\n<p data-start=\"1062\" data-end=\"1077\">Service users<\/p>\r\n<\/li>\r\n<li data-section-id=\"u08nxv\" data-start=\"1078\" data-end=\"1092\">\r\n<p data-start=\"1080\" data-end=\"1092\">Volunteers<\/p>\r\n<\/li>\r\n<li data-section-id=\"6alspm\" data-start=\"1093\" data-end=\"1118\">\r\n<p data-start=\"1095\" data-end=\"1118\">Members of the public<\/p>\r\n<\/li>\r\n<li data-section-id=\"1web1d3\" data-start=\"1119\" data-end=\"1142\">\r\n<p data-start=\"1121\" data-end=\"1142\">Partner organisations<\/p>\r\n<\/li>\r\n<\/ul>\r\n<p data-start=\"1144\" data-end=\"1286\">This policy does not replace safeguarding procedures. Any safeguarding concerns will be handled immediately under the <strong data-start=\"1262\" data-end=\"1285\">Safeguarding Policy<\/strong>.<\/p>\r\n<hr data-start=\"1288\" data-end=\"1291\" \/>\r\n<h1 data-section-id=\"1yximw\" data-start=\"1293\" data-end=\"1317\">3. Levels of Complaint<\/h1>\r\n<h2 data-section-id=\"zvbavc\" data-start=\"1319\" data-end=\"1371\">Stage 1 \u2013 Initial Grievance (Informal Resolution)<\/h2>\r\n<p data-start=\"1373\" data-end=\"1471\">If you have a concern or complaint, we encourage you to raise it informally in the first instance.<\/p>\r\n<p data-start=\"1473\" data-end=\"1644\">You should speak directly with the <strong data-start=\"1508\" data-end=\"1542\">group facilitator or volunteer<\/strong> running the session. Many issues can be resolved quickly through open conversation and clarification.<\/p>\r\n<p data-start=\"1646\" data-end=\"1739\">The facilitator will listen to your concerns and attempt to resolve the issue where possible.<\/p>\r\n<hr data-start=\"1741\" data-end=\"1744\" \/>\r\n<h2 data-section-id=\"xgqeqc\" data-start=\"1746\" data-end=\"1775\">Stage 2 \u2013 Formal Complaint<\/h2>\r\n<p data-start=\"1777\" data-end=\"1916\">If the matter cannot be resolved informally, or you feel the issue requires higher input, you may submit a <strong data-start=\"1884\" data-end=\"1915\">formal complaint in writing<\/strong>.<\/p>\r\n<p data-start=\"1918\" data-end=\"1957\">Formal complaints should be emailed to:<\/p>\r\n<p data-start=\"1959\" data-end=\"1990\"><strong data-start=\"1959\" data-end=\"1990\"><a class=\"decorated-link cursor-pointer\" rel=\"noopener\" data-start=\"1961\" data-end=\"1988\">info@sistersofsupport.co.uk<\/a><\/strong><\/p>\r\n<p data-start=\"1992\" data-end=\"2022\">Your complaint should include:<\/p>\r\n<ul data-start=\"2024\" data-end=\"2207\">\r\n<li data-section-id=\"1rlm8ks\" data-start=\"2024\" data-end=\"2080\">\r\n<p data-start=\"2026\" data-end=\"2080\">Your name (optional if you wish to remain anonymous)<\/p>\r\n<\/li>\r\n<li data-section-id=\"1xtads3\" data-start=\"2081\" data-end=\"2101\">\r\n<p data-start=\"2083\" data-end=\"2101\">Date of incident<\/p>\r\n<\/li>\r\n<li data-section-id=\"4wpetc\" data-start=\"2102\" data-end=\"2129\">\r\n<p data-start=\"2104\" data-end=\"2129\">Location\/group involved<\/p>\r\n<\/li>\r\n<li data-section-id=\"1mww26a\" data-start=\"2130\" data-end=\"2169\">\r\n<p data-start=\"2132\" data-end=\"2169\">Description of the issue or concern<\/p>\r\n<\/li>\r\n<li data-section-id=\"1xzkai6\" data-start=\"2170\" data-end=\"2207\">\r\n<p data-start=\"2172\" data-end=\"2207\">Any relevant supporting information<\/p>\r\n<\/li>\r\n<\/ul>\r\n<p data-start=\"2209\" data-end=\"2313\">A member of the SOS leadership team will acknowledge receipt of the complaint within <strong data-start=\"2294\" data-end=\"2312\">5 working days<\/strong>.<\/p>\r\n<p data-start=\"2315\" data-end=\"2375\">An investigation will then be carried out where appropriate.<\/p>\r\n<hr data-start=\"2377\" data-end=\"2380\" \/>\r\n<h2 data-section-id=\"cwopi4\" data-start=\"2382\" data-end=\"2418\">Stage 3 \u2013 Escalation to Directors<\/h2>\r\n<p data-start=\"2420\" data-end=\"2599\">If you are not satisfied with the outcome of the formal complaint investigation, the complaint may be escalated to the <strong data-start=\"2539\" data-end=\"2587\">Board of Directors of Sisters of Support CIC<\/strong> for review.<\/p>\r\n<p data-start=\"2601\" data-end=\"2627\">The Directors will review:<\/p>\r\n<ul data-start=\"2628\" data-end=\"2710\">\r\n<li data-section-id=\"pa5hq6\" data-start=\"2628\" data-end=\"2643\">\r\n<p data-start=\"2630\" data-end=\"2643\">The complaint<\/p>\r\n<\/li>\r\n<li data-section-id=\"swv7p1\" data-start=\"2644\" data-end=\"2675\">\r\n<p data-start=\"2646\" data-end=\"2675\">The investigation carried out<\/p>\r\n<\/li>\r\n<li data-section-id=\"13az6gx\" data-start=\"2676\" data-end=\"2710\">\r\n<p data-start=\"2678\" data-end=\"2710\">The response previously provided<\/p>\r\n<\/li>\r\n<\/ul>\r\n<p data-start=\"2712\" data-end=\"2794\">A final written decision will be issued within <strong data-start=\"2759\" data-end=\"2778\">14 working days<\/strong> where possible.<\/p>\r\n<p data-start=\"2796\" data-end=\"2835\">This decision will be considered final.<\/p>\r\n<hr data-start=\"2837\" data-end=\"2840\" \/>\r\n<h1 data-section-id=\"u8vosq\" data-start=\"2842\" data-end=\"2862\">4. Confidentiality<\/h1>\r\n<p data-start=\"2863\" data-end=\"3041\">All complaints will be handled <strong data-start=\"2894\" data-end=\"2928\">confidentially and sensitively<\/strong>. Information will only be shared with individuals directly involved in investigating or resolving the complaint.<\/p>\r\n<hr data-start=\"3043\" data-end=\"3046\" \/>\r\n<h1 data-section-id=\"owzkav\" data-start=\"3048\" data-end=\"3073\">5. Fairness and Respect<\/h1>\r\n<p data-start=\"3074\" data-end=\"3129\">SOS expects all complaints to be raised respectfully.<\/p>\r\n<p data-start=\"3131\" data-end=\"3289\">Abusive, threatening, or malicious complaints may not be processed and may result in appropriate action being taken to protect volunteers, staff, and members.<\/p>\r\n<hr data-start=\"3291\" data-end=\"3294\" \/>\r\n<h1 data-section-id=\"1r659l\" data-start=\"3296\" data-end=\"3325\">6. Learning and Improvement<\/h1>\r\n<p data-start=\"3326\" data-end=\"3470\">Sisters of Support CIC values feedback and will use complaints constructively to help improve our services, policies, and community environment<\/p>\r\n","protected":false},"excerpt":{"rendered":"<p>Please find below all of our policies. If you have any questions or need further information, please feel free to contact us via our &#8220;Contact Us&#8221; page. We\u2019re always here to help and ensure you have the information you need.\u00a0 Sisters_of_Support_All_Policies &nbsp; Complaints In the interest of transparency, we have decided to display our complaint&#8230;<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_mc_calendar":[],"footnotes":""},"class_list":["post-483","page","type-page","status-publish","hentry"],"_links":{"self":[{"href":"https:\/\/sistersofsupport.co.uk\/index.php\/wp-json\/wp\/v2\/pages\/483","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/sistersofsupport.co.uk\/index.php\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/sistersofsupport.co.uk\/index.php\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/sistersofsupport.co.uk\/index.php\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/sistersofsupport.co.uk\/index.php\/wp-json\/wp\/v2\/comments?post=483"}],"version-history":[{"count":13,"href":"https:\/\/sistersofsupport.co.uk\/index.php\/wp-json\/wp\/v2\/pages\/483\/revisions"}],"predecessor-version":[{"id":1170,"href":"https:\/\/sistersofsupport.co.uk\/index.php\/wp-json\/wp\/v2\/pages\/483\/revisions\/1170"}],"wp:attachment":[{"href":"https:\/\/sistersofsupport.co.uk\/index.php\/wp-json\/wp\/v2\/media?parent=483"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}