Justice For Children CIC is committed to operating openly, fairly and professionally. We welcome feedback and take complaints seriously as an opportunity to improve our organisation, services and standards.
This policy explains how complaints can be made and how they will be handled.
We aim to:
Treat every complaint fairly and respectfully.
Listen carefully to concerns raised.
Investigate complaints impartially.
Respond promptly.
Learn from complaints to improve our organisation.
Maintain confidentiality wherever possible.
No person will be treated unfairly for making a genuine complaint.
Complaints may relate to:
The conduct of Justice For Children CIC.
The behaviour of directors, volunteers or authorised representatives.
Our website or published content.
Our campaigns or events.
The way we have communicated with you.
Our policies or procedures.
Any service we provide.
This policy does not cover complaints about:
Family Courts.
Police.
Cafcass.
Local Authorities.
Government departments.
Other organisations or individuals outside Justice For Children CIC.
Complaints should be submitted in writing wherever possible.
Please include:
Your full name.
Contact details.
A clear description of the complaint.
Relevant dates.
Any supporting evidence.
Complaints may be submitted using our Contact page or by email.
We aim to acknowledge complaints within 5 working days.
The complaint will be reviewed by an appropriate director or authorised person who was not directly involved in the matter where possible.
We may:
request additional information
review relevant documents
speak with those involved.
We aim to provide a written response within 20 working days.
Where additional time is required, we will explain why and provide an updated timescale.
Possible outcomes include:
no further action
an explanation
an apology where appropriate
corrective action
changes to procedures or policies.
Complaints will be handled confidentially wherever possible.
Information will only be shared where necessary:
to investigate the complaint
to comply with legal obligations
to protect children or vulnerable adults
where disclosure is otherwise required by law.
Justice For Children CIC reserves the right to discontinue correspondence where complaints are found to be:
deliberately false
abusive
threatening
repetitive without new evidence
intended solely to harass.
This will not prevent genuine concerns from being considered.
If a complaint raises concerns regarding the safety or welfare of a child or vulnerable adult, it will immediately be managed in accordance with our Safeguarding Policy.
Safeguarding concerns always take priority over the standard complaints process.
If you believe your complaint has not been handled fairly, you may request a review within 20 working days of receiving our decision.
The review will be carried out by another director where reasonably possible.
The outcome of the review will be considered final.
Justice For Children CIC reviews complaints to identify trends and improve:
our governance
policies
procedures
communications
safeguarding practices.
This policy will be reviewed at least annually or sooner if required by changes in legislation, guidance or organisational needs.
For complaints regarding Justice For Children CIC, please use the details provided on our Contact page.
Approved by: Justice For Children CIC
Version: 1.0
Effective Date: 23 June 2026
Review Date: 23 June 2027
