Version: 1.0
Effective Date: 18 June 2026
Next Review Date: June 2027

Document Owner: CEO, SVH Inc. CIC
Approved By: Board of Directors
Review Frequency: Annually

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1. Purpose

SVH Inc. CIC is committed to delivering high-quality services, programmes, events and activities. We welcome feedback, compliments and complaints as opportunities to learn, improve and strengthen the experience of those who engage with us.

This policy sets out how complaints will be received, investigated and resolved fairly, consistently and promptly.

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2. Scope

This policy applies to:

• Participants and service users

• Clients and customers

• Volunteers

• Contractors and associates

• Funders and partners

• Members of the public

• Anyone engaging with SVH Inc. CIC services, events, programmes or activities

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3. What Is A Complaint?

A complaint is an expression of dissatisfaction about:

• The quality of a service

• The conduct of a representative of SVH Inc. CIC

• A decision made by SVH Inc. CIC

• An event, programme or activity

• Failure to meet expected standards

• Discrimination, unfair treatment or inappropriate behaviour

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This policy does not replace safeguarding procedures, whistleblowing procedures or legal processes where these are more appropriate.

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4. How To Make A Complaint

Complaints may be submitted verbally or in writing.

Where possible, complaints should include:

• Name and contact details

• Description of the concern

• Relevant dates and locations

• Any supporting information

• Desired outcome

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Complaints should be sent to:

Valentina Hynes
CEO, SVH Inc. CIC

Email: valentina@svhinc.co.uk

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5. Complaint Handling Process

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Stage 1 - Initial Review

SVH Inc. CIC will:

• Acknowledge receipt within 5 working days

• Review the information provided

• Conduct any necessary enquiries

• Seek clarification where required

Stage 2 - Investigation

Where appropriate, SVH Inc. CIC will:

• Gather relevant evidence

• Speak with individuals involved

• Review records and documentation

• Consider any relevant policies or procedures

Stage 3 - Outcome

A written response will normally be provided within 20 working days.

Where additional time is required due to complexity, the complainant will be informed and given an updated timescale.

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6. Possible Outcomes

Outcomes may include:

• An explanation

• An apology

• Corrective action

• Service improvement measures

• Policy review

• Staff, volunteer or contractor guidance

• No further action where the complaint is not upheld

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7. Escalation

If the complainant is dissatisfied with the outcome, they may request an independent review.

Requests for review should be submitted within 20 working days of receiving the outcome.

The review will be conducted by a Director or Board representative not previously involved in the matter where possible.

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Escalation requests should be sent to:

Board of Directors, SVH Inc. CIC

Email: reachsvh@gmail.com

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The decision following the review will be considered final within SVH Inc. CIC’s internal process.

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8. Confidentiality

Complaints will be handled confidentially and information will only be shared with those who need it for the purpose of investigating and resolving the matter.

All personal information will be processed in accordance with SVH Inc. CIC’s Privacy Policy and applicable data protection legislation.

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9. Safeguarding Concerns

Where a complaint includes a safeguarding concern, the matter will be managed in accordance with the organisation’s Safeguarding Policy and may be referred to appropriate external agencies where necessary.

 

10. Equality, Diversity and Inclusion

SVH Inc. CIC is committed to ensuring that complaints are handled fairly, impartially and without discrimination.

Reasonable adjustments will be made where required to ensure accessibility throughout the complaints process.

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11. Learning and Improvement

Complaints are reviewed as part of SVH Inc. CIC’s commitment to continuous improvement.

Trends, themes and lessons learned may be used to improve services, policies and organisational practices.

 

12. Monitoring and Review

The CEO and Board of Directors are responsible for monitoring the implementation of this policy.

This policy will be reviewed annually or sooner where legislation, organisational needs or best practice require.