Complaints Policy.

Our Commitment

At Rowntree Equine Therapy CIC, we are committed to delivering high-quality services, programmes, and support to the communities we serve. We value feedback and recognise that complaints provide an important opportunity to learn, improve, and strengthen our organisation.

We aim to deal with all complaints fairly, consistently, respectfully, and in a timely manner. Where mistakes have been made, we will acknowledge them, take appropriate action, and use the experience to improve our services.

What Is a Complaint?

A complaint is any expression of dissatisfaction regarding the actions, services, decisions, staff, volunteers, or activities of Rowntree Equine Therapy CIC that requires a formal response. Our complaints procedure is designed to ensure that concerns are investigated appropriately and resolved wherever possible.

Our Principles

We will:

Treat all complaints seriously.
Acknowledge complaints promptly.
Handle complaints fairly, sensitively, and professionally.
Maintain confidentiality wherever possible.
Respond within agreed timescales.
Take appropriate action where necessary.
Use complaints as an opportunity to improve our services and practices.

Making a Complaint

We encourage anyone wishing to raise a complaint to do so as soon as possible after the issue arises.

When submitting a complaint, please provide:

A clear description of your concern.
Details of any individuals involved (if applicable).
The impact the issue has had on you.
Any steps already taken to resolve the matter.
The outcome you would like to achieve.
Your contact details.

Complaints should be submitted in writing by email to:

Email: info@rowntreecic.org

If you are unable to submit your complaint in writing, please contact us and a member of our team will assist you in recording the details of your complaint.

Time Limits

Complaints should normally be made within six months of the incident occurring, or within six months of becoming aware of the issue.

Complaints received outside this period may still be considered in exceptional circumstances where there is a valid reason for the delay.

How We Handle Complaints

Acknowledgement

We will acknowledge receipt of your complaint within 48 hours of receiving it.

Investigation

Your complaint will be reviewed and investigated by an appropriate Director or senior representative who has responsibility for overseeing complaints.

We will:

Gather relevant information.
Review any supporting evidence.
Speak to relevant individuals where necessary.
Consider the circumstances fairly and objectively.

Response

We aim to provide a full written response within 15 working days of receiving your complaint.

If additional time is required due to the complexity of the matter, we will keep you informed and provide an updated timescale for resolution.

Confidentiality

All complaints will be handled confidentially wherever possible.

Information relating to a complaint will only be shared with those directly involved in investigating or resolving the matter. In some circumstances, confidentiality may not be possible due to legal obligations or safeguarding considerations. If this applies, we will explain the reasons and ensure appropriate safeguards are in place.

Appeals

If you are dissatisfied with the outcome of your complaint, you may request a review of the decision.

A review will be undertaken by a Director or Board Trustee representative not previously involved in the original investigation wherever possible.

The outcome of the review will be communicated in writing and will represent the organisation's final internal decision.

Monitoring and Continuous Improvement

All complaints will be recorded and monitored through our internal incident and complaints register.

This enables us to:

Identify recurring issues.
Monitor actions and resolutions.
Improve service delivery.
Strengthen organisational policies and procedures.

The Board of Directors will review complaints regularly to ensure that lessons learned are implemented and appropriate actions are completed.

External Complaints

If you believe that your complaint has not been dealt with appropriately through our internal procedures, you may have the right to raise your concerns with the relevant regulatory body or authority.

For matters relating to the governance or conduct of a Community Interest Company (CIC), complaints may be referred to the Office of the CIC Regulator. You can submit a complaint here

Contact Us

For complaints, feedback, or concerns, please contact:

Rowntree Equine Therapy CIC
Email: reporting@rowntreecic.org

We are committed to listening, learning, and continually improving the services we provide.