Complaints Policy

Echo of Hope C.I.C is committed to delivering high-quality services and maintaining a positive, respectful relationship with the communities we serve. We welcome feedback and take complaints seriously, using them as an opportunity to improve our work. We aim to handle all complaints efficiently, fairly, and transparently.

Scope

This policy applies to all individuals and organisations who interact with Echo of Hope C.I.C, including:

• Service users and clients

• Volunteers

• Partner organisations

• Supporters and community members

Policy Statement

We recognise that there may be occasions where we do not meet expectations. This policy sets out our procedure for handling complaints to ensure that concerns are addressed promptly, consistently, and effectively.

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How to Make a Complaint

1. Informal Resolution

We encourage concerns to be raised informally in the first instance with the relevant staff member or team. Many issues can be resolved quickly through open and constructive communication.

2. Formal Complaint

If the issue cannot be resolved informally, you may make a formal complaint in writing. Please include:

• Your name and contact details

• A clear description of the complaint

• Any relevant dates, times, or supporting information

Complaints should be sent to:
📧 admin@echoofhope.co.uk

3. Acknowledgement

We will acknowledge receipt of your complaint within 5 working days and inform you of the person responsible for handling it.

4. Investigation

Your complaint will be investigated thoroughly and impartially. We may contact you for further information or clarification during this process.

5. Resolution

We aim to provide a written response within 15 working days of acknowledging your complaint. This response will outline:

• The findings of our investigation

• Any actions taken or planned

• The outcome of the complaint

If more time is required, we will inform you and explain the reason for the delay.

6. Appeal

If you are not satisfied with the outcome, you may request an appeal in writing within 10 working days of receiving our response.

The appeal will be reviewed by a senior representative not previously involved in the complaint where possible. A final decision will be communicated within 10 working days of the appeal request.

Confidentiality

All complaints will be handled confidentially and in accordance with data protection laws. Information will only be shared with those directly involved in investigating and resolving the complaint.

Monitoring and Review

Echo of Hope C.I.C will monitor complaints to identify patterns, improve services, and prevent similar issues in the future. This policy will be reviewed annually to ensure it remains effective and compliant with relevant regulations.

Contact

For questions about this policy, please contact: admin@echoofhope.co.uk