1. Our Commitment
Elev8 Journeys Wellbeing CIC is committed to delivering high-quality SEL programmes and excellent service. We welcome feedback — positive and negative — as it helps us improve. If something goes wrong or you are unhappy with any aspect of our work, we want to know. We will treat all complaints seriously, deal with them promptly, and do our best to put things right.

2. What Is a Complaint?
A complaint is any expression of dissatisfaction about:
• The quality or content of our SEL programmes
• The conduct or behaviour of our staff or associates during delivery
• Our administrative processes (e.g. billing, communication, scheduling)
• Our website or published materials
• Any other aspect of our work as a CIC
This policy does not cover:
• Safeguarding concerns (these must follow our Safeguarding & Child Protection Policy)
• Complaints about a school, youth centre, or partner organisation’s own practices (direct to the relevant organisation)
• Employment or HR matters relating to internal staff (handled under a separate internal HR procedure)

3. Who Can Complain?
Anyone who has direct involvement with Elev8 Journeys Wellbeing CIC may make a complaint, including:
• Schools, youth centres, and commissioning organisations
• Parents or guardians of children who have participated in our programmes
• Members of the public
We recognise that children may also wish to raise concerns. If a child wishes to make a complaint, we encourage them to do so through a trusted adult at their school or setting, who can raise it on their behalf.

4. How to Make a Complaint
Stage 1 — Informal Resolution
Many concerns can be resolved quickly through a simple conversation. If you have a concern, please contact us in the first instance:
Email: support@elev8journeys.com
Subject line: “Feedback / Concern — [brief description]”

We will acknowledge your concern within 2 working days and aim to resolve it informally within 10 working days. If you are satisfied with the response, no further action is needed.
Stage 2 — Formal Complaint
If your concern is not resolved informally, or if you prefer to make a formal complaint from the outset, please submit your complaint in writing to:
Email: support@elev8journeys.com
Subject line: “Formal Complaint — [brief description]”

Please include:
• Your name and contact details
• The name of the school or organisation (if applicable)
• A clear description of your complaint and the outcome you are seeking
• Any relevant dates, names, or supporting information
We will:
1. Acknowledge your formal complaint in writing within 5 working days
2. Investigate the complaint — this may include reviewing records, speaking to the relevant staff or associate, and gathering any other relevant information
3. Provide a written response within 20 working days of acknowledging the complaint, setting out our findings and any action we will take
If we need more time due to the complexity of the complaint, we will notify you within the 20-working-day period and give an updated timescale.

5. Handling Complaints Fairly
We will:
• Treat all complainants with respect, sensitivity, and without prejudice
• Keep all complaint information confidential, sharing only with those who need to know to investigate
• Be transparent about our investigation process and findings
• Take appropriate action where a complaint is upheld, including apologising and making changes to our practice
We ask that complainants:
• Provide accurate and relevant information
• Engage with the process in good faith
• Treat our staff with respect
We will not tolerate abusive, threatening, or discriminatory behaviour directed at our staff. In such cases, we reserve the right to withdraw from the complaints process.

6. What Happens After the Investigation?
Depending on our findings, outcomes may include:
• An apology and explanation
• Changes to our practice, programme delivery, or communications
• Additional training for staff or associates
• A full or partial refund where appropriate
• A change to our policies or materials
We will always explain the outcome clearly and outline any actions we are taking.

7. If You Are Not Satisfied With Our Response
If you remain dissatisfied after we have completed our formal complaints process, you may wish to:
• Seek independent advice or mediation
• Contact the Office of the Regulator of Community Interest Companies (ORCIC) if you believe we have acted improperly as a CIC
Office of the Regulator of CICs:
• Website: https://www.gov.uk/government/organisations/office-of-the-regulator-of-community-interest-companies
• Email: cicregulator@companieshouse.gov.uk
If your complaint relates to data protection or privacy, you may also contact:
Information Commissioner’s Office (ICO):
• Website: https://ico.org.uk
• Phone: 0303 123 1113

8. Learning From Complaints
All complaints are recorded and reviewed by our Director. We use complaints to:
• Identify patterns or recurring issues
• Improve the quality and safety of our programmes
• Strengthen our policies and procedures

9. Record Keeping
We keep records of all complaints and their outcomes. These records are held securely, in line with our Privacy Policy, and retained for 3 years.

10. Policy Review
This policy will be reviewed annually and updated as needed.

11. Contact
Elev8 Journeys Wellbeing CIC
• Email: support@elev8journeys.com
• Website: https://elev8journeys.com