Complaint Policy

1. Purpose

Patheway Health CIC is committed to providing high-quality services. We take complaints seriously and view them as an opportunity to improve our work. This policy sets out how individuals can raise concerns and how we will respond.

2. Scope

This policy applies to complaints from beneficiaries, supporters, volunteers, partners, and members of the public about our services, staff, volunteers, or operations.

3. Definition of a Complaint

A complaint is any expression of dissatisfaction, whether justified or not, about any aspect of the Community Interest Company's activities, services, or conduct.

4. Principles

We will ensure that complaints are:

• Taken seriously and handled promptly
• Dealt with fairly, consistently, and transparently
• Handled confidentially where possible
• Used to improve our services

5. How to Make a Complaint

Complaints can be made:

• By email: help@pathewayhealthcic.org
• In writing: 167–169 Great Portland Street, 5th Floor, London, W1W 5PF
• By phone: 07832 082830
• In person: 167–169 Great Portland Street, 5th Floor, London, W1W 5PF

Complainants should provide:

• Their name and contact details
• Details of the complaint
• Any relevant supporting information

6. Complaints Procedure

Stage 1: Informal Resolution

• Wherever possible, complaints will be resolved quickly and informally
• A response will usually be provided within 5–10 working days

Stage 2: Formal Complaint

• If the issue is not resolved, the complaint will be formally investigated
• A written acknowledgement will be sent within 5 working days
• A full response will be provided within 20 working days

Stage 3: Review / Appeal

• If the complainant remains dissatisfied, they may request a review
• The review will be conducted by a senior staff member or advisory board member not previously involved
• A final response will be issued within 20 working days

7. External Escalation

If the complainant is not satisfied with our final response, they may refer the matter to:

• The Community Interest Company Regulator (if applicable)
• The Fundraising Regulator (for fundraising complaints, if relevant)
• Other relevant regulatory bodies depending on the nature of the complaint

8. Confidentiality and Data Protection

• Complaints will be handled sensitively and in line with data protection laws
• Information will only be shared where necessary to investigate the complaint

9. Recording Complaints

• All complaints will be logged and monitored
• Trends and recurring issues will be reviewed to improve services

10. Vexatious or Repeated Complaints

We reserve the right to limit or refuse to respond to complaints that are abusive, unreasonable, or persistent after all procedures have been exhausted.

11. Monitoring and Review

• This policy will be reviewed annually
• Feedback from complaints will be used to improve our services and processes