Complaints Policy

Complaints Procedure for Connected In Nature CIC

This Complaints Procedure outlines the process for addressing concerns and complaints within any one to one or group sessions delivered by Connected Nature CIC. We are committed to ensuring a safe and positive experience for all participants, including children and vulnerable people.

Access and Availability:

This procedure is readily accessible to all stakeholders and is available on our official website and in printed form upon request.

Initial Contact:

Individuals with concerns are encouraged to contact Victoria Clark or an Alternative Director of Connected Nature CIC directly, to discuss their issues with her and/or the representative of Connected Nature CIC that they have their concern with. Victoria's contact information is provided on our official website and in program materials. Anyone who is working on behalf of Connected Nature CIC that receives a complaint is obliged to bring this to the attention of Victoria Clark with the exception of meeting safeguarding regulations.

Handling Complaints Involving Children and Vulnerable People

Recognising the unique needs of children and vulnerable people, we acknowledge that complaints may come directly from them or through trusted guardians, organisations, or schools. We are committed to creating a safe and supportive environment for expressing concerns.

Complaints Coming Through a Third Party:

If a complaint is received through a third party, such as a parent or the organisation with which we are contracted, the following steps will be taken:

• The third party will be contacted promptly to request specific details of the complaint, including the nature of the concerns raised and any supporting documentation.

• Work in alignment with any organisations complaints procedures and policies, wherever possible.

• Victoria will express willingness to address the concerns and work collaboratively with the organisation to investigate the matter thoroughly.

Confidentiality:

All information related to complaints is treated with the utmost confidentiality. Information will be shared on a need-to-know basis to ensure the privacy and safety of all involved.

Complaint Registration:

Complaints will be registered promptly and include the date, nature of the complaint, details of the complainant, and any supporting documentation.

Investigation:

A designated and impartial person or team will be responsible for thoroughly investigating each complaint, if not resolved in the first instance, ensuring fairness and objectivity in the process.

Timelines:

Clear and reasonable timelines for the complaint resolution process will be established. Regular updates will be provided to the complainant throughout the investigation.

Communication:

Open and respectful communication will be maintained with the complainant. Opportunities will be provided for them to express concerns and ask questions throughout the process.

Resolution and Redress:

If a complaint is found to be valid, steps for resolution and appropriate redress will be outlined. This may include refunds, alternative services, or additional support.

Documentation:

Detailed records of the complaint, investigation, and resolution process will be maintained. Documentation will encompass all communications, findings, and actions taken.

Appeal Process:

If the complainant is dissatisfied with the resolution, they have the option to follow an appeal process. This process includes contact details for the relevant authority responsible for handling the appeal.

Safeguarding Considerations:

This procedure aligns with safeguarding practices. Complaints related to child protection or vulnerable adult protection will be escalated to the appropriate authorities as required by law.

Reporting and Learning:

Regular reviews of complaints will be conducted to identify trends or recurring issues. This information will be used to enhance our services and reduce the likelihood of future complaints.

Compliance with Legal and Regulatory Requirements:

We are committed to ensuring that this procedure adheres to all relevant UK laws, regulations, and guidelines, particularly those concerning safeguarding and data protection.

Filing a Copy:

Copies of all complaint records will be maintained for our records and to meet potential regulatory or legal requirements.

External Oversight:

We are committed to cooperating with any external oversight bodies or regulators that may have jurisdiction over our business.