Complaints Policy

1. Our Commitment

At AINT Foundation CIC, we are committed to providing safe, respectful, inclusive and trauma-informed support.

We recognise that concerns or complaints may sometimes arise. Everyone has the right to raise a concern and have it considered fairly, sensitively and without discrimination.

We use feedback and complaints to improve our services and maintain professional standards.

2. What You Can Complain About

You can contact us if you are concerned about:

• The quality of support or services received.
• The conduct or communication of a practitioner, staff member or volunteer.
• Your experience of accessing our services.
• Confidentiality or the handling of personal information.
• Any other aspect of your experience with AINT Foundation CIC.

3. How to Make a Complaint

You can submit a complaint by email or telephone.

Director: Dr Trish Avery

Email: [email protected]

Phone: 03000 301309

Please explain your concern and include relevant details, such as dates or the service involved, where possible.

You do not need to use formal or legal language to raise a complaint.

4. What Happens After You Complain?

In accordance with our Complaints Policy, we aim to:

1. Acknowledge your complaint within 5 working days.
2. Investigate your complaint within 20 working days.
3. Consider the relevant information fairly and sensitively.
4. Provide a written response explaining our findings and any appropriate next steps.
5. Allow unresolved concerns to be escalated for further consideration.

Where further investigation is necessary, we will keep you informed of progress.

5. Confidentiality

Complaints are handled sensitively and confidentially.

Information will be shared only where necessary and legally appropriate to investigate a concern, meet legal responsibilities or address safeguarding risks.

Complaint records are retained for 6 years, in accordance with AINT Foundation CIC's Data Protection Policy.

6. Safeguarding Concerns

If a complaint raises concerns about abuse, exploitation, neglect or a risk of harm, it will be addressed through our safeguarding procedures.

Safeguarding concerns may require prompt action and referral to relevant authorities or services.

You can read more in our Safeguarding Policy.

7. Data Protection Complaints

If your complaint concerns how your personal information has been collected, used, stored or shared, you may contact our Data Protection Lead at:

[email protected]

We will handle data-protection complaints in accordance with applicable UK data-protection legislation, including the Data (Use and Access) Act 2025.

You also have the right to complain to the Information Commissioner's Office (ICO).

How to make a complaint to the ICO

8. If You Are Not Satisfied

If you remain dissatisfied after receiving our response, please contact us and explain why you would like the matter reviewed further.

We will consider your request for escalation in accordance with our complaints procedure.

9. Learning and Improvement

We review complaints and feedback to identify opportunities to improve our services, communication, safeguarding and professional practices.

Our Complaints Policy is reviewed annually.

10. Emergency Support

AINT Foundation CIC is not an emergency or crisis-response service.

If you are in immediate danger, call 999.

For urgent NHS advice, contact NHS 111.

For emotional support, Samaritans are available on 116 123.