Complaints Policy

1. Purpose of this policy

Caged Steel Communities CIC is committed to delivering safe, positive, and well-run community programmes.

We take complaints seriously and view them as an opportunity to improve our work.

This policy explains:

  • how to make a complaint
  • how we will handle it
  • what you can expect from us

2. Scope

This policy applies to complaints about:

  • fundraising activity
  • events and community programmes
  • staff, coaches, volunteers, or representatives
  • communications and conduct
  • use of donations or funds

It applies to complaints from:

  • members of the public
  • participants and parents or carers
  • donors and supporters
  • partner organisations

3. What is a complaint?

A complaint is any expression of dissatisfaction about:

  • our actions
  • our decisions
  • our behaviour
  • the behaviour of anyone working on behalf of Caged Steel Communities CIC

4. How to make a complaint

You can make a complaint in any of the following ways:

Email: faye@cagedsteelcommunities.co.uk

Post: Prosper House, 18 Craig Hopson Avenue, Castleford, England, WF10 5US

In person:

By speaking to a member of staff or a programme lead at one of our sessions or events.

Please include:

  • your name and contact details
  • what happened
  • when and where it happened
  • what outcome you are seeking

You can make a complaint anonymously, but this may limit how fully we can investigate it.

5. Our complaints process

Step 1: Acknowledgement

  • We will acknowledge your complaint within 5 working days.

Step 2: Investigation

  • The complaint will be reviewed by a senior member of the organisation who was not directly involved.
  • We may contact you for further information if needed.

Step 3: Response

  • We aim to provide a full response within 20 working days.
  • If this is not possible, we will explain why and give a revised timescale.

6. Possible outcomes

Outcomes may include:

  • an explanation
  • an apology
  • corrective action
  • changes to procedures or training

We will always aim to be fair, transparent, and proportionate.

7. Fundraising complaints

If your complaint relates to fundraising:

  • we will handle it in line with the Code of Fundraising Practice
  • we will record and monitor fundraising complaints to improve standards

If you are unhappy with our response, you can email us at: faye@cagedsteelcommunities.co.uk

8. Confidentiality and data protection

All complaints will be handled sensitively.

Personal data will be processed in line with data protection legislation and only shared where necessary to investigate the complaint.

9. Learning and improvement

We:

  • keep a record of all complaints
  • review complaint trends regularly
  • use learning to improve our services, fundraising, and safeguarding practices

10. Policy review

This policy is reviewed annually or sooner if required by regulation or best practice.

Last reviewed: 16.10.2025

Next review: 16.10.2026