1. Our Approach to Complaints

SalamaNet C.I.C values feedback from the people we work with. A complaint is any expression of dissatisfaction about our services, staff, volunteers, or the way we have handled a situation. We treat all complaints as an opportunity to learn and improve. You will not be disadvantaged in any way for making a complaint.

2. What You Can Complain About

• The quality or standard of a service you have received
• The behaviour or conduct of a staff member or volunteer
• A decision we have made that affects you
• The way we have handled your personal information
• Failure to follow our own policies or procedures

3. Stage One — Informal Resolution

Many concerns can be resolved quickly and informally. In the first instance, please speak directly with the member of staff involved, or with their line manager. We aim to resolve informal concerns within five working days. If you are not satisfied with the outcome, or if you prefer not to raise the matter informally, you may proceed to Stage Two.

4. Stage Two — Formal Complaint

To make a formal complaint, please put your concern in writing (by email or letter) addressed to the SalamaNet Complaints Lead. Please include your name and contact details, a description of your concern, when it occurred, and what outcome you are seeking. We will acknowledge your complaint within three working days and aim to provide a full written response within 20 working days.

5. Stage Three — Appeal

If you are not satisfied with our Stage Two response, you may request that your complaint be reviewed by a trustee of SalamaNet who was not involved in the original investigation. Please submit your appeal in writing within 10 working days of receiving our Stage Two response. The trustee will review the matter and provide a final written response within 20 working days.

6. External Escalation

• If your complaint relates to data protection, you may contact the Information Commissioner's Office (ICO) at ico.org.uk
• If your complaint relates to safeguarding, you may contact Leeds Children's or Adult Social Care directly
• If your complaint relates to our status as a Community Interest Company, you may contact the CIC Regulator at gov.uk/government/organisations/office-of-the-regulator-of-community-interest-companies

7. Confidentiality

All complaints will be handled confidentially. Information will only be shared with those who need to know in order to investigate and resolve the complaint. Records of complaints will be retained securely for three years.

8. Learning from Complaints

We record and review all complaints to identify patterns and areas for improvement. A summary of complaints received (without identifying information) is reported to our board of trustees annually. We are committed to using complaints constructively to improve our services.