Complaints Policy & Procedure

Organisation: Think Cre8tive Group CIC

Date Adopted: 1 October 2025

Review Date: 1 October 2026

Responsible Officer: Frances Turnbull, CEO (Complaints Lead)

1. Policy Statement

Think Cre8tive Group CIC is committed to providing high-quality, inclusive services. We value feedback and see complaints as an opportunity to learn, improve, and strengthen trust with our community.

We aim to:

  • Treat all complaints seriously, fairly, and promptly.
  • Resolve complaints quickly, at the most appropriate level.
  • Protect complainants from victimisation.
  • Use complaints to improve our services and governance.

2. Scope

This policy applies to:

  • Participants and their families
  • Staff, volunteers, and facilitators
  • Partner organisations and funders
  • Members of the public engaging with our services

3. Principles

  • Accessibility: Complaints can be made verbally, in writing, by email, or via an advocate.
  • Confidentiality: All complaints will be handled with sensitivity and in line with GDPR.
  • Fairness: Complaints will be investigated objectively, without bias.
  • Transparency: Complainants will be kept informed throughout the process.

4. How to Make a Complaint

Complaints can be made:

  • Verbally to a member of staff or volunteer.
  • In writing to: info@thinkcre8tivegroup.com
  • By post: 3 Brailsford Road, Bolton, BL2 3AB
  • Through an advocate or representative.

5. Complaints Procedure

Stage 1 – Informal Resolution

  • Many issues can be resolved informally.
  • Raise your concern with the staff member, facilitator, or volunteer involved.
  • If resolved, no further action needed.

Stage 2 – Formal Complaint

  • If not resolved, submit a written complaint to the CEO (Complaints Lead).
  • An acknowledgement will be sent within 5 working days.
  • The complaint will be investigated within 20 working days.
  • A written response will be provided, outlining findings and any actions taken.

Stage 3 – Appeal

  • If dissatisfied, the complainant can request a review by the Board of Directors.
  • The appeal will be considered within 20 working days.
  • The Board’s decision is final within the organisation.

Stage 4 – External Escalation

  • If still unsatisfied, complainants may contact an external regulator/funder, such as:
    • The Charity Commission (if relating to governance/public benefit).
    • The Local Authority or NHS partner (if services are commissioned).
    • Funders where applicable.

6. Recording & Monitoring

  • All formal complaints will be logged in a Complaints Register.
  • The CEO will review complaints annually and report to the Board.
  • Themes and learning will inform service improvements.

7. Safeguarding Concerns

Complaints relating to safeguarding will be handled under the Safeguarding Policy and escalated immediately to the Designated Safeguarding Lead (DSL).

8. Review

This policy will be reviewed annually, or sooner if required, to reflect best practice and learning.

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