Incredible Kids aims to provide the best possible support and services to families with disabled children  Incredible Kids exists to serve the public and to be accountable to its trustees, funders, Charity Commission and partners.

If you have feedback on one of our sessions please do use our suggestion form.

 

From time to time an individual may feel it has not had the best possible service that Incredible Kids aims to provide.  If you would like to make a complaint please contact us for a complaint form.

Incredible Kids Complaints Policy

1. Purpose

Incredible Kids is committed to providing a safe, respectful and supportive environment for children, young people, families, staff and volunteers. We welcome feedback and complaints as an opportunity to learn, improve and ensure our services meet the needs of those we support.

2. Who can make a complaint

Complaints may be made by:

  • parents or carers using our services

  • young people, where appropriate

  • staff or volunteers

  • other stakeholders

Complaints must be made by the person directly affected, except where a parent or carer is complaining on behalf of their child.

We do not accept anonymous complaints unless there is a safeguarding concern.

3. How to make a complaint

Complaints must be submitted using the official Incredible Kids Complaints Form.
The form must be completed, dated and signed.

Complaints should be returned to the Trustees of Incredible Kids by email or sealed envelope.

4. Acknowledgement

Incredible Kids will acknowledge receipt of the complaint in writing within seven working days, confirming:

  • that the complaint has been received

  • the nature of the complaint

  • the next steps and timescales

5. Investigation

The Trustee Board will appoint one or more trustees to investigate the complaint.
The investigation will:

  • gather relevant information

  • seek factual accounts from those involved

  • ensure fairness to all parties

Where necessary, individuals named in the complaint will be given an opportunity to respond.

6. Timescales

The investigation will normally be completed within four weeks of acknowledgement.

If additional time is required, the complainant will be informed in writing, with a revised timescale.

7. Outcomes

Following investigation, the Trustee Board will determine the outcome, which may include:

  • no further action

  • apology

  • mediation

  • training or supervision

  • changes to procedures

  • disciplinary action where appropriate

The outcome will be communicated in writing to the complainant.

8. Confidentiality

All complaints will be handled confidentially and sensitively.
Information will be shared only where necessary to investigate the complaint fairly or where required by law.

9. Records

All complaints and outcomes will be recorded and retained securely.
A summary report will be provided to the Trustee Board for governance purposes.

10. Review

This policy will be reviewed regularly to ensure it remains fit for purpose.