Complaints
Procedure
Village United CIC
Village United CIC is committed to providing a safe, respectful and positive experience for all children, families, volunteers, partners and supporters.
We welcome feedback and take complaints seriously. Our aim is to resolve concerns fairly, transparently and promptly.​
What is a complaint?
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A complaint is an expression of dissatisfaction about:
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Our services or decisions
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The behaviour of staff, volunteers or representatives
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Communication or information provided
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Safeguarding processes or concerns
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Fundraising or financial matters
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How to raise a complaint
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If you wish to make a complaint, please email us:
Email: complaints@vilageunited.co.uk
Subject line: Complaint – Village United CIC
Please include:
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Your name and contact details
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A brief description of the concern
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Any relevant dates or information
Complaints can be raised by parents, carers, young people, professionals, volunteers, clubs or members of the public.
Confidentiality
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All complaints will be handled confidentially and sensitively. Information will only be shared with those who need to know in order to investigate and respond appropriately.
Safeguarding concerns
If your complaint relates to the safety or welfare of a child or young person, please clearly state this in your message.
Safeguarding concerns will be managed in line with our Safeguarding Policy and may be referred to the Designated Safeguarding Lead or appropriate statutory agencies where required.
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Safeguarding Email: safeguarding@villageunited.co.uk
If a child is in immediate danger, please contact emergency services on 999.
What happens next
Once a complaint is received:
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We will acknowledge receipt within 5 working days
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The complaint will be reviewed by an appropriate senior member or independent oversight where relevant
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We may contact you for further information
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A written response will usually be provided within 20 working days
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If more time is required, we will keep you informed.
Escalation
If you are not satisfied with the outcome, you may request that the complaint is reviewed by:
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A Director not previously involved, or
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An independent safeguarding or governance oversight member
Whistleblowing
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If you feel unable to raise a concern internally, or if the concern involves senior management, you may raise the issue through our Whistleblowing Procedure, which allows concerns to be reported safely and confidentially.
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Our commitment
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Village United CIC is committed to:
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Listening respectfully
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Acting fairly
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Learning from feedback
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Improving our services
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Raising a concern will never affect a child’s eligibility for support or participation.
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Contact us
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For complaints or concerns, please contact:
Village United CIC