1. Purpose
DilDil CIC is committed to providing safe, respectful and high-quality support for young people, volunteers, partners and the wider community. We welcome feedback and take complaints seriously. Complaints help us learn, improve our services and strengthen trust.
2. Who can make a complaint
• Young people attending DilDil activities
• Parents, carers or support workers
• Volunteers or staff
• Partner organisations
• Members of the public
3. How to make a complaint
• Speak to a DilDil staff member or session lead
• Contact a Director
• Email info@dildil.org
• Ask a trusted support worker to raise the concern on your behalf
We understand some young people may feel nervous about reporting concerns. Where needed, we will try to provide language support and a safe private space to talk.
4. Informal resolution
Where appropriate, we will first try to resolve concerns quickly through conversation and clarification.
5. Formal complaints process
Step 1 – Acknowledgement within 5 working days.
Step 2 – Review and investigation by a Director, including speaking with those involved and reviewing relevant information.
Step 3 – Outcome shared, including findings, actions and any learning.
6. Safeguarding concerns
If a complaint involves risk of harm, it will be managed immediately under DilDil’s Safeguarding Policy and may be shared with appropriate services.
7. Confidentiality
All complaints will be handled sensitively and information will only be shared where necessary.
8. Appeals and external complaints
If the complainant is not satisfied, they may request a review by another Director. If still unhappy, they may seek advice or raise concerns with relevant external bodies such as the CIC Regulator (for serious governance concerns), the ICO (for data protection issues) or the Local Authority safeguarding team.
9. Recording and learning
DilDil CIC will keep a confidential record of complaints and use feedback to improve services.
10. Review
This policy will be reviewed regularly by the Directors.
COMPLAINTS PROCESS FLOW
Concern or issue happens
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Person speaks to staff / Director / emails / support worker raises concern
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Informal discussion and attempt to resolve
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If not resolved → Formal complaint recorded
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Acknowledgement within 5 working days
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Investigation by Director
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Outcome shared (within around 20 working days)
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If unhappy → Request internal review
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If still unhappy → Seek independent advice or contact relevant external body