Complaints Policy

Last updated: 4 May 2026

Play Northwest CIC is committed to providing a high standard of service to everyone we work with — participants, families, referrers, donors, supporters and the public. We welcome feedback and take all complaints seriously, both because complaints help us improve and because everyone we work with has the right to be heard.

This policy sets out how to make a complaint, how we will handle it, and what to do if you are not satisfied with our response.

What this policy covers

• The way our staff, volunteers or freelancers have treated you
• The way one of our programmes was delivered
• The way we have fundraised, communicated with you, or handled your data
• The way our Connect & Support UK app has worked, or any content within it
• Any other aspect of our work as a Community Interest Company

How to make a complaint

You can complain in whichever way is easiest for you:

• Email (preferred): hello@playnorthwestcic.com — please put “Complaint” at the start of your subject line so we can route it quickly
• In writing, addressed to: The Director, Play Northwest CIC, c/o hello@playnorthwestcic.com (postal address available on request)
• Verbally, by speaking to any member of our team in person or by asking us to call you back

You don’t need to use any particular form of words. Just tell us what happened, when it happened, and what you would like us to do about it. If you would prefer someone to help you make the complaint — a friend, family member, advocate or support worker — we are happy to deal with them on your behalf with your permission.

How we will handle your complaint

1. Acknowledgement — within 5 working days. We will confirm we have received your complaint, tell you who is looking into it, and let you know when to expect a fuller response.
2. Investigation — within 20 working days. The Director (currently John Paul Randles) will look into what happened and gather any relevant information. If the complaint is about the Director, it will be reviewed by another senior representative of the CIC.
3. Full response — within 20 working days. We will write to you with our findings, an apology if we got something wrong, and details of any action we are taking as a result. If we need longer than 20 working days to investigate fully, we will tell you why and give you a revised timescale.

If you are not satisfied with our response

If you are not happy with how we have handled your complaint, you can ask us to review it — please reply to our response within 20 working days saying so, and a different person within the CIC will reconsider it.

Fundraising complaints — escalation to the Fundraising Regulator

If your complaint is about our fundraising and you are still not satisfied after our internal review, you have the right to escalate it to the Fundraising Regulator, the independent regulator of charitable fundraising in England, Wales and Northern Ireland. You can contact them at:

www.fundraisingregulator.org.uk/complaints
Phone: 0300 999 3407

The Fundraising Regulator asks that you complete our internal complaints process first. They will normally only consider a complaint within two months of our final response.

Data protection complaints

If your complaint is about how we have handled your personal data and you are not satisfied with our response, you can complain to the Information Commissioner’s Office (ICO):

ico.org.uk/make-a-complaint
Helpline: 0303 123 1113

Safeguarding concerns

If your concern relates to the safety or welfare of a child, young person or adult at risk, please raise it directly with our Designated Safeguarding Lead (John Paul Randles, hello@playnorthwestcic.com) or, in an emergency, call 999. Full safeguarding reporting routes are set out in our Safeguarding Policy.

Confidentiality

We treat all complaints in confidence. Information about your complaint will only be shared with people who need it in order to investigate and respond. If your complaint involves a safeguarding issue or a legal duty to share information, we will tell you about this where it is safe and appropriate to do so.

How we learn from complaints

Every complaint we receive is logged and reviewed at least annually by the Director, so that we can identify patterns, make improvements to our services, and update our policies and training. We will not treat anyone less favourably because they have made a complaint.

Contact us

For any question about this policy, or to make a complaint, please email hello@playnorthwestcic.com.

Play Northwest CIC · Community Interest Company · Registered in England & Wales · Company No. 15796794