Complaints Policy
The Neurodivergent Leisure Group CIC
Last updated: October 20251.
Purpose
We take all feedback and complaints seriously. They help us learn, improve, and maintain a safe, respectful environment for everyone who works with or uses our services
Who Can Complain
Anyone who has contact with The Neurodivergent Leisure Group CIC - including families, participants, staff, volunteers, partners, or members of the public.
How to Complain
You can contact us by: hello@neurodivergentleisuregroup.org.uk write “Confidential - Complaint” in the subject line.
Please include:
What happened
When it happened
Who was involved (if known)
What you’d like us to do about it
We can also accept complaints verbally or in alternative formats if needed for accessibility.
What Happens Next
Acknowledgement:
We’ll confirm we’ve received your complaint within 5 working days.
Investigation: A senior director (not involved in the issue) will review it fairly and confidentially.
Response:
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You’ll receive a written response within 20 working days, or we’ll explain if it will take longer.
Appeal:
If you’re unhappy with the outcome, you can ask for a second review by an independent advisor.
Serious Concerns
If your complaint involves harm, safeguarding, discrimination, or illegal activity, we will follow our Safeguarding Policy and report to the relevant authorities immediately.
Confidentiality & Data
All information is handled securely and in line with our Data Protection Policy (UK GDPR). Only those directly involved will see your details.
External Escalation
If you feel your concern hasn’t been handled properly, you can contact: Companies House (CIC Regulator) – www.gov.uk/government/organisations/office-of-the-regulator-of-community-interest-companiesInformation Commissioner’s Office (ICO) – for data complaints
Local Authority Safeguarding Board – if the issue involves child or adult protection.
Review
This policy is reviewed annually to ensure it stays effective and fair.