Complaints Policy
1. Introduction
Spectrum Socials CIC is committed to delivering high-quality, inclusive, and supportive services for autistic children and their families. We welcome feedback and view complaints as an opportunity to learn, improve, and better meet the needs of the community we serve.
This policy sets out our approach to handling complaints and our commitment to resolving issues in a transparent, fair, and timely manner, in line with our values and regulatory obligations under UK law.
2. Purpose of This Policy.
This policy is designed to:
- Enable service users, families, staff, volunteers, partners, and members of the public to raise concerns or complaints.
- Ensure that all complaints are handled sensitively, fairly, and promptly.
- Promote learning and continuous improvement.
- Comply with legal and regulatory responsibilities, including those under the Companies Act 2006, Equality Act 2010, Data Protection Act 2018, and UK General Data Protection Regulation (UK GDPR).
3. What is a Complaint?
A complaint is any expression of dissatisfaction, whether justified or not, about any aspect of Spectrum Socials CIC’s services, activities, people, or operations. Complaints may relate to:
- Events or activities we run
- Communication, administration, or decision-making.
- Conduct of staff, volunteers, or facilitators.
- Accessibility or inclusion issues
- Allegations of discrimination, harassment, or unfair treatment
- Safeguarding concerns (which will follow our Safeguarding Policy and may involve external statutory procedures).
4. Our Principles.
We are committed to:
- Listening actively and respectfully
- Ensuring complainants are treated without discrimination or disadvantage
- Upholding confidentiality and data protection principles.
- Investigating fairly and impartially.
- Resolving complaints as quickly and effectively as possible.
- Keeping records of all complaints for quality assurance and regulatory compliance.
5. Accessibility and Support.
We are committed to making our complaints process accessible to everyone.
If you require this policy or the complaints process in a different format (e.g. Easy Read, large print, audio), or need support to make a complaint (e.g. language support, advocacy), please contact us, and we will make reasonable adjustments in line with the Equality Act 2010.
6. How to Make a Complaint.
You can make a complaint in person, by telephone, by email, or in writing. We encourage complaints to be made as soon as possible, ideally within three months of the incident or concern.
Contact Details:
Email:
📩 annabel@spectrumsocials.co.uk
📩 info@spectrumsocials.co.uk
Postal Address:
Spectrum Socials CIC
45 Kingswood Road, London. SW2 4JE
Phone:
07507554548
All complaints will be acknowledged and treated seriously, regardless of the method of submission.
7. Complaints Process.
Step 1 – Acknowledgement.
We will acknowledge your complaint within 5 working days of receipt.
Step 2 – Investigation.
8. Policy Review
This policy is reviewed every year or sooner if there is a change in legislation, guidance or best practice.
Policy adopted on: June 2025
Next review due: June 2026