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Complaints Policy

Complaints Policy

Soul of the Junction SCIO

Charity Number: SC053656
Adopted: 09.01.2026
Review date: 08.01.2027

1. Policy statement

Soul of the Junction SCIO is committed to delivering high-quality, inclusive and respectful services to our community. We recognise that from time to time things may go wrong and view complaints as an opportunity to learn, improve and strengthen trust.

We aim to make it easy for people to raise concerns and to ensure complaints are handled fairly, promptly and transparently.

2. Scope of the policy

This policy applies to:

  • Members of the public

  • Service users and participants

  • Parents and carers

  • Volunteers and staff

  • Contractors and partners

It covers complaints relating to:

  • Our services, activities or events

  • Use of the community hall

  • Behaviour of trustees, staff or volunteers

  • Communication or decision-making

  • Health & safety or accessibility concerns

This policy does not replace safeguarding or whistleblowing procedures, which are dealt with under separate policies.

3. What is a complaint?

A complaint is an expression of dissatisfaction about:

  • The standard of service provided

  • Actions or behaviour of those representing the charity

  • Failure to follow our policies or procedures

4. How to make a complaint

Complaints can be made:

  • By email

  • In writing

  • Verbally (we will record it for you if needed)

Complaints should be sent to:

📧 soulofthejunction@gmail.com

We aim to make the process accessible and can offer reasonable adjustments if required.

5. Stage 1 – Informal resolution

Where possible, we encourage concerns to be raised informally in the first instance.

  • We aim to respond within 5 working days

  • Many issues can be resolved quickly through discussion

  • A summary of the outcome will be recorded

6. Stage 2 – Formal complaint

If the complaint is not resolved informally, or is serious in nature, it will be treated as a formal complaint.

  • The complaint will be acknowledged within 5 working days

  • It will be investigated by a trustee not directly involved

  • A written response will be provided within 20 working days

  • The response will outline findings and any actions taken

7. Stage 3 – Review

If the complainant remains dissatisfied, they may request a review by the Board of Trustees.

  • The review will consider whether the process was followed correctly

  • The decision of the Board is final

8. Confidentiality & data protection

All complaints are handled:

  • Confidentially

  • Sensitively

  • In line with UK GDPR

Information is shared only on a need-to-know basis.

9. Safeguarding & serious concerns

Where a complaint involves:

  • A safeguarding concern

  • A serious incident

  • A potential criminal matter

It will be managed under the appropriate policy and, where necessary, reported to relevant authorities or OSCR.

10. Learning & improvement

We:

  • Record complaints and outcomes

  • Use learning to improve services

  • Review trends to prevent recurrence

11. Unreasonable or persistent complaints

We reserve the right to manage complaints that are:

  • Vexatious

  • Abusive

  • Repetitive without new evidence

This will be done fairly and respectfully.

12. Review & responsibility

The Board of Trustees is responsible for overseeing this policy.

This policy will be reviewed annually or sooner if required.

Approval

This Complaints Policy was approved by the Board of Trustees of Soul of the Junction SCIO on:

Date: _09.01.2026
Signed: S SAVOVA
Role: Trustee

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