Complaints Procedure
1. Purpose
Awestruck Academy Community Interest Company (“the Company”) is committed to providing high-quality services and maintaining transparent, fair, and respectful relationships with our community, service users, employees, and stakeholders.
We recognise that, on occasion, concerns or complaints may arise. This procedure outlines how to raise and resolve complaints promptly, fairly, and consistently.
2. Scope
This procedure applies to:
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Service users or beneficiaries of the Company;
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Members of the public;
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Partners, suppliers, or contractors;
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Employees and volunteers (where not covered by separate HR grievance procedures).
3. Principles
We aim to ensure that:
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Complaints are handled in a timely, fair, and confidential manner;
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Complainants are treated with respect and are not disadvantaged by raising a concern;
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Lessons learned from complaints are used to improve our services and governance.
4. Definition of a Complaint
A complaint is any expression of dissatisfaction — whether justified or not — about:
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The Company’s actions or decisions;
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The quality or delivery of our services;
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The conduct of staff, directors, or volunteers;
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Failure to follow proper procedure or policy.
5. How to Make a Complaint
Complaints may be made:
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In writing to:
Awestruck Academy
36 Sylvania Way Sout
Clydebank
G81 1EA -
By email from this link:
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By phone on: 0141 435 7116
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In person to a member of staff or director (who will record the complaint).
If the complainant requires assistance (e.g. due to disability or language barriers), the Company will provide reasonable support to help them make their complaint.
6. Stages of the Complaints Process
Stage 1 – Informal Resolution
Where appropriate, the complaint should first be raised informally with the relevant staff member or manager.
We will aim to resolve informal complaints within 10 working days.
Stage 2 – Formal Complaint
If the issue is not resolved informally or is more serious, a formal complaint can be made in writing to the Managing Director or Chair of the Board.
The complaint should include:
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The nature of the complaint;
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Relevant dates and names;
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Desired outcome.
Acknowledgement: The Company will acknowledge receipt within 5 working days.
Investigation: An independent person (not previously involved) will investigate the matter.
Response: A written response will be issued within 20 working days of acknowledgement, outlining findings and any proposed action.
Stage 3 – Review / Appeal
If the complainant is dissatisfied with the outcome, they may request a review by the Board of Directors within 10 working days of receiving the Stage 2 response.
The Board will:
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Review the investigation process;
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Consider whether the outcome was fair and reasonable;
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Provide a final written decision within 20 working days.
7. Confidentiality and Record Keeping
All complaints will be handled confidentially and in accordance with the UK General Data Protection Regulation (UK GDPR).
Records of complaints and investigations will be kept securely for at least 3 years and reviewed annually to identify patterns or areas for improvement.
8. Monitoring and Review
The Board of Directors will review all complaints annually to:
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Monitor trends;
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Ensure procedures remain effective;
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Identify opportunities for learning and improvement.
This policy will be reviewed every two years or sooner if required by law or organisational change.
Approval and Review
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Approved by: Board of Directors
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Next Review Due: April 2026