Complaints Policy – Bridging Brains CIC

Bridging Brians CIC

1. Purpose

This policy explains how Bridging Brians CIC handles complaints in a fair, transparent, and timely way. We

welcome feedback and use complaints to improve our services.

2. Scope

This policy applies to complaints from beneficiaries, donors, volunteers, staff, partners, and members of the

public. It covers concerns about our services, staff, volunteers, governance, and activities.

3. Definition of a Complaint

A complaint is any expression of dissatisfaction about our actions, decisions, or services that requires a response.

4. Our Commitment

We will treat all complainants with respect, handle complaints fairly and impartially, respond within agreed

timescales, keep information confidential, and learn from complaints.

5. How to Make a Complaint

Email: bridgingbrains.uk@gmail.com

Phone: 074-550-56285

Address: 253 Moorgreen Lane, B13 8QR

Please include your name, contact details, a clear description of the issue, relevant dates or evidence, and your

desired outcome. We can provide support if you need help making a complaint.

6. Stage 1: Initial Review

We will acknowledge complaints within 3–5 working days. Your complaint will be reviewed by an appropriate

manager or director who was not directly involved in the matter. We aim to provide a full response within 20–30

working days.

7. Stage 2: AppealIf you are unhappy with our Stage 1 response, you may request a review within 14 days. Your appeal will be

reviewed by a senior director or independent board member. This is our final internal decision.

8. Confidentiality and Data Protection

All complaints will be handled confidentially and in line with data protection legislation. Information will only be

shared where necessary to investigate the complaint.

9. Unreasonable or Persistent Complaints

We reserve the right to manage complaints that are abusive, repetitive, or unreasonable. Any restrictions will be

applied fairly and proportionately.

10. External Escalation

If you remain dissatisfied after completing our complaints process, you may contact the relevant external regulator

or oversight body.

11. Record Keeping

We will keep secure records of all complaints, including the date received, actions taken, outcome, and date

closed. Records will be retained in line with our retention policy.

12. Learning and Improvement

We regularly review complaints to identify trends and improve our services, policies, and governance. Learning

will be shared with staff, volunteers, and directors.

13. Review of This Policy

This policy will be reviewed annually or sooner if required by law or regulation.

Appendix A: Complaints Log Template

Date Received 

Name 

Issue 

Handler 

Outcome 

Date Closed

Appendix B: Acknowledgement Email Template

Subject: Acknowledgement of Your Complaint

Dear [Name],

Thank you for contacting Bridging Brians CIC. We have received your complaint dated [date].

We are currently reviewing the matter and aim to respond by [date]. If we need further information, we will contact

you.

Kind regards,

[Name]

[Role]

Bridging Brians CIC