COMPLAINTS POLICY AND PROCEDURE

Organisation: HEADGUARD C.I.C.
Company number: 16212678
Responsible person: Catherine Brown – Director
Version: 1.0
Effective date: 4 August 2026
Review date: 4 August 2027, or sooner if our activities or legal responsibilities change

1. Purpose

HEADGUARD C.I.C. is committed to providing safe, respectful and well-managed programmes, events, fundraising activities and communications.

We welcome concerns and complaints and will handle them fairly, sensitively and without unnecessary delay.

2. Scope

This policy covers complaints about:

  • HEADGUARD programmes, events or fundraising;

  • staff, directors, contractors or volunteers;

  • customer service and communications;

  • donations, purchases or event bookings;

  • equality, accessibility or participant treatment;

  • photography, filming or storytelling; and

  • the way a previous concern was handled.

Safeguarding concerns will be dealt with under our safeguarding procedures and must not wait for the ordinary complaints process.

A complaint concerning Boxology Limited should be directed to Boxology Limited through its own complaints procedure.

Any future HEADGUARD CIO will be a separate organisation with its own complaints arrangements.

3. Raising a concern informally

Where appropriate, concerns may first be raised with the person responsible for the activity so that the matter can be resolved quickly.

You do not need to use the informal process where:

  • the matter is serious;

  • you feel uncomfortable raising it directly;

  • it involves safeguarding, harassment or discrimination; or

  • an informal approach has already failed.

4. Making a formal complaint

Formal complaints should be emailed to:

contact@headguard.info

Please include, where possible:

  • your name and contact details;

  • what happened;

  • relevant dates, people or activities;

  • any supporting information; and

  • the outcome you are seeking.

We will make reasonable adjustments where someone has difficulty submitting a complaint in writing.

5. How we will respond

HEADGUARD C.I.C. will normally:

  • acknowledge the complaint within five working days;

  • review the matter fairly and confidentially;

  • obtain information from relevant people where necessary;

  • avoid asking anyone to investigate a complaint about themselves; and

  • provide a written response within 20 working days where reasonably possible.

Where more time is required, we will explain the reason and provide an updated response date.

6. Possible outcomes

A complaint may be:

  • upheld;

  • partially upheld;

  • not upheld;

  • referred to another organisation or procedure; or

  • closed because it has been resolved or withdrawn.

Where appropriate, action may include:

  • an explanation or apology;

  • correcting information or records;

  • a refund or replacement where applicable;

  • additional support;

  • changes to a procedure;

  • further training or supervision;

  • safeguarding action; or

  • another proportionate remedy.

We may be unable to disclose confidential information concerning another person.

7. Requesting a review

If you remain dissatisfied, you may request a review within ten working days of receiving the outcome.

Your request should explain:

  • why you believe the decision or procedure was incorrect;

  • any important information that was not considered; and

  • the outcome you are seeking.

Where reasonably possible, the review will be completed by someone who was not solely responsible for the original decision.

8. Safeguarding and urgent concerns

Where someone is in immediate danger or urgent assistance is required, call 999.

Concerns involving abuse, neglect, exploitation or the safety of a child or adult at risk will be referred immediately through the appropriate safeguarding process.

9. Confidentiality and records

Complaints will be handled as confidentially as reasonably possible.

Information will only be shared with people who need it to investigate, protect someone, respond fairly or comply with the law.

Complaint records will be stored securely in accordance with the HEADGUARD C.I.C. Privacy Notice.

No person will be treated unfairly for raising a genuine concern in good faith.

10. Contact

HEADGUARD C.I.C.
Company number 16212678
Brook Cottage
High Street
Paulerspury
Towcester
England
NN12 7NR

Email: contact@headguard.info