Little Lights CIC

Last Updated: August 2025

Purpose

Little Lights CIC is committed to delivering high-quality services and maintaining positive relationships with participants, families, volunteers, funders and community members.

We recognise that concerns and complaints may occasionally arise and welcome feedback as an opportunity to learn and improve.

This policy outlines how complaints will be managed fairly, consistently and transparently.

Our Commitment

We are committed to:

  • Listening carefully to concerns.
  • Treating complainants with respect.
  • Investigating complaints fairly.
  • Responding promptly.
  • Learning from feedback.
  • Improving our services where appropriate.

No individual will be treated unfairly for raising a genuine complaint.

What Is A Complaint?

A complaint is an expression of dissatisfaction about:

  • Services provided by Little Lights CIC.
  • Staff conduct.
  • Volunteer conduct.
  • Organisational decisions.
  • Events or activities.
  • Communication.
  • Failure to meet expected standards.

Who Can Make A Complaint?

Complaints may be made by:

  • Participants
  • Parents and carers
  • Volunteers
  • Community members
  • Partner organisations
  • Donors
  • Funders
  • Members of the public

Informal Resolution

Where possible, concerns should initially be raised informally.

Many issues can be resolved quickly through discussion with the relevant member of staff, volunteer or director.

Formal Complaints Procedure

If the issue cannot be resolved informally:

Stage 1

Submit a complaint in writing via:

Email:
info@littlelightscic.co.uk

The complaint should include:

  • Name
  • Contact details
  • Description of concern
  • Relevant dates
  • Desired outcome

Stage 2

Acknowledgement

Little Lights CIC will acknowledge receipt within:

5 working days

Stage 3

Investigation

An appropriate individual will investigate the complaint.

This may involve:

  • Reviewing records
  • Gathering evidence
  • Interviewing relevant individuals
  • Seeking clarification

Stage 4

Outcome

A written response will normally be provided within:

20 working days

Where additional time is required, the complainant will be informed.

Serious Complaints

Complaints involving:

  • Safeguarding concerns
  • Fraud
  • Criminal behaviour
  • Serious misconduct

may be referred to relevant authorities or professional agencies.

Such matters may be handled under separate procedures.

Confidentiality

All complaints will be treated confidentially wherever possible.

Information will only be shared with individuals directly involved in resolving the complaint.

Learning and Improvement

Little Lights CIC views complaints as an opportunity to improve.

We will regularly review:

  • Complaint trends
  • Outcomes
  • Lessons learned
  • Policy improvements

Appeals

If a complainant is dissatisfied with the outcome, they may request a review by a Director not directly involved in the original investigation.

The review decision will normally be considered final.

Monitoring

A record of complaints will be maintained to support accountability, transparency and continuous improvement.

Contact

Complaints should be submitted to:

Cindy Frizzotti
Director
Little Lights CIC