Complaints Procedure
NeuroDiverse Community CIC
Document type: Public procedure
Approved by: Board of Directors
Applies to: All services, staff, volunteers, Directors, and activities
Review frequency: Annual
1. Our Commitment
NeuroDiverse Community CIC is committed to providing safe, inclusive, respectful, and high-quality support to neurodiverse individuals, families, and communities. We welcome feedback, including complaints. Complaints help us improve our services,
strengthen accountability, and ensure we meet our legal and ethical responsibilities. We will handle all complaints fairly, promptly, confidentially, and without discrimination. You will not be treated unfairly or disadvantaged for making a complaint.
2. What Is a Complaint?
A complaint is when someone tells us they are unhappy with:
● Our services or activities
● The behaviour of staff, volunteers, or representatives
● Decisions we have made
● Our policies or procedures
● Failure to provide a service
● Safeguarding, safety, or wellbeing concerns
● Any aspect of our operations
This procedure applies to service users, parents/carers, volunteers, partners, and members of the public. Safeguarding concerns will always be prioritised and may be handled under our Safeguarding Policy.
3. How to Make a Complaint
You can make a complaint in the way that is easiest for you. You can contact us by:
Email:
info@neurodiverse-community.co.uk
Website:
https://www.neurodiverse-community.co.uk
Post:
NeuroDiverse Community CIC
24 Bishops Way, Catterick, North Yorkshire, DL10 7UA
In person: Speak to a staff member or volunteer at any session
Through an advocate: Someone can complain on your behalf with your permission.
4. Accessibility and Support
We recognise that neurodivergent individuals may need adjustments to communicate
comfortably.
We can provide:
● Easy-read versions
● Alternative formats
● Support from a trusted person
● Additional time
● Communication via your preferred method
Please tell us what support you need. We will make reasonable adjustments in line with the Equality Act 2010.
5. What Happens Next
Stage 1: Acknowledgement
We will:
● Acknowledge your complaint within 5 working days
● Explain what will happen next
● Tell you who is handling your complaint
Stage 2: Investigation
We will:
● Review the information provided
● Speak to relevant staff or witnesses if needed
● Review relevant records
● Conduct a fair and impartial investigation
We aim to complete investigations within 20 working days. If more time is needed, we will inform you and explain why.
Stage 3: Outcome
You will receive a written response explaining:
● What we found
● Whether your complaint is upheld, partially upheld, or not upheld
● Any actions we will take
● How to escalate your complaint if you are not satisfied
6. If You Are Not Satisfied
If you are unhappy with the outcome, you can request a review by our Board of Directors. Please contact us within 20 working days of receiving your outcome. The Board will review your complaint independently.
7. External Escalation
If you remain dissatisfied, you may contact relevant external regulators depending on the nature of your complaint.
These may include:
Office of the Regulator of Community Interest Companies
https://www.gov.uk/government/organisations/office-of-the-regulator-of-community-interest-companies
Charity Commission (if complaint relates to charitable activity)
https://www.gov.uk/complain-about-charity
Information Commissioner’s Office (for data protection concerns)
https://ico.org.uk
Local Authority Safeguarding Team
Contact your local council safeguarding team
Police
If you believe a crime has occurred
We will provide guidance on escalation if needed.
8. Confidentiality
We will:
● Treat complaints confidentially
● Only share information where necessary to investigate
● Comply with the Data Protection Act 2018 and UK GDPR
In some cases, we may need to share information to protect safety or meet legal obligations.
9. Anonymous Complaints
We accept anonymous complaints. However, it may be harder to investigate fully if we cannot contact you.
10. Complaints About Safeguarding
Safeguarding concerns will be handled urgently and in accordance with our Safeguarding Policy. This may involve external safeguarding authorities. Safety is always our priority.
11. Malicious or Vexatious Complaints
We recognise the right to complain. However, abusive, threatening, or deliberately false complaints may not be investigated.
We will always assess complaints fairly and objectively.
12. Learning and Improvement
We use complaints to improve our services.
This may include:
● Staff training
● Policy changes
● Service improvements
● Governance review
Complaints are reported to our Board of Directors.
13. Time Limits
We recommend making complaints within 12 months of the issue. However, we may investigate older complaints where appropriate.
14. Our Legal and Regulatory Responsibilities
NeuroDiverse Community CIC operates in accordance with:
● Companies Act 2006
NeuroDiverse Community CIC Registered with Companies House: 14990698
● Community Interest Company Regulations 2005
● Equality Act 2010
● Data Protection Act 2018 and UK GDPR
● Safeguarding legislation
● UK voluntary sector governance best practice
15. Contact
Designated Complaints Officer
Email: info@neurodiverse-community.co.uk
Website: https://www.neurodiverse-community.co.uk