1. Our Commitment and Values

At Quiet Connections CIC, we believe that every person has the right to feel safe, heard, and valued. By choosing to speak up with kindness, curiosity, and respect, you help us create spaces where everyone can flourish. Whether you are a community member or a volunteer in a public capacity, we want your experience with our community to be positive and empowering. This procedure ensures that your concerns are taken seriously and addressed promptly, with fairness and understanding. 

We are committed to:

• Inclusivity and Equality: Ensuring that everyone is treated with respect, regardless of background, beliefs, or personal characteristics.
• Transparency: Providing a clear and accessible process for raising concerns.
• Support and Empowerment: Offering a safe space where you can speak up without fear of discrimination or retaliation.
• Learning and Growth: Using your feedback to build trust, strengthen connections, and continually improve our services.

2. How to Raise a Complaint

We recognise that sharing your concerns can be challenging. Whether your issue relates to our services, events, or any interactions within our community, we invite you to raise your complaint through the following channels:

In Writing

• Email: You may send an email to complaints@quietconnections.co.uk. Please include:
  • Your name and contact details
  • A clear description of your concern
  • Relevant dates, names, and any details that can help us understand the context
• Letter: If you prefer, you may send a written complaint by post to:
  Quiet Connections CIC, The Elms, 61 Green Lane, Redruth, Cornwall TR15 1LS
  Please note that while this is our postal address, we are not physically located at this address, so letters may take longer to be received. If you need confirmation of receipt or further assistance, please contact us by email.

Accessibility Considerations

We recognise that written communication may not be accessible for everyone. If you need to submit a complaint in an alternative way, please let us know by email, and we will discuss how we can accommodate your needs.

3. What Happens Next

Acknowledgement

• Immediate Acknowledgement: We will acknowledge receipt of your complaint within three working days. You will receive confirmation that we have received your complaint and details about what to expect next.

Investigation

• Fair and Thorough Review: Your concern will be reviewed by a designated Complaints Coordinator. In some cases, the Complaints Coordinator may invite you for a confidential discussion to ensure all relevant information is captured.
• Collaborative Approach: We may also speak with others involved or affected by the situation. Our approach is always collaborative and focused on understanding your perspective.
• Timeframe: We aim to complete our investigation and provide a response within 14 working days. Should the investigation require more time, we will keep you informed about the progress and expected timeframe.

Resolution

• Outcome and Feedback: Once our investigation is complete, we will contact you with the outcome. We will explain any actions we have taken and, where appropriate, share how your feedback will help improve our services.
• Ongoing Support: We recognise that resolution is not just about addressing an incident but about ensuring ongoing trust. We are committed to following up to see that improvements are implemented and that you feel supported throughout.

4. Making an Appeal

If you feel that your complaint has not been resolved to your satisfaction, you have the right to appeal the decision:

• Written Appeal: You may submit a written appeal within two weeks of receiving our response. In your appeal, please outline why you are dissatisfied with the outcome and include any further details that might support your case.
• Review Process: A separate Appeals Panel, independent from the initial investigation, will review your case. We commit to a fresh look at your concerns and will contact you within 14 working days after the appeal is submitted.
• Final Outcome: The decision of the Appeals Panel is final. We will ensure that you receive a clear explanation of their decision.

5. Your Privacy and Confidentiality

We take your privacy seriously. All complaints are handled in strict confidence, and we will only share information with those directly involved in the resolution process. Our records are maintained in line with current data protection laws.

6. Continuous Improvement

Your feedback plays a vital role in helping us learn and grow. We regularly review our complaints process to ensure it remains accessible, fair, and reflective of our values. When you share your concerns, you are contributing to a culture of continuous improvement and deeper connection within our community.

7. Getting in Touch

If you have any questions about this complaints procedure or require further assistance, please contact us via:

• Email: admin@quietconnections.co.uk
• Letter: Quiet Connections CIC, The Elms, 61 Green Lane, Redruth, Cornwall TR15 1LS
  (Please note: As we are not physically located at this address, postal deliveries may take longer to be received.)

8. Protecting Our Team Members

At Quiet Connections CIC, we are deeply committed to providing a safe and respectful environment for every member of our community -including our team members who work tirelessly to support you. We have a zero-tolerance approach to any form of abuse, harassment, or bullying directed at our staff, volunteers, or anyone representing our organisation. In line with current legal requirements, we will take prompt and appropriate action should any such behaviour be reported. By ensuring that our team members are protected, we help create a space where everyone feels secure and valued, fostering a culture of trust and mutual respect.

Together, we can build a more understanding, connected, and trusted community. Thank you for helping us create spaces where every quiet voice is heard and valued.

Quiet Connections CIC – Complaints Procedure – Updated 01/06/2025