Complaints Policy | Moving Forward Against the Odds

Complaints Policy

Moving Forward Against the Odds CIC
Company number: 17308756
Last updated: August 2026
Next review: August 2027

Purpose

Moving Forward Against the Odds CIC is committed to providing respectful, inclusive and high-quality services. We welcome feedback and take complaints seriously. This policy explains how concerns can be raised and how we will respond fairly, promptly and sensitively.

Who Can Make a Complaint?

Anyone who has used, attended, supported or been affected by our work may make a complaint. This includes programme participants, community members, supporters, volunteers, partners, funders and members of the public.

A complaint may relate to:

• Our programmes, workshops, events or community activities
• The conduct of a facilitator, volunteer, director or representative
• Our communications or fundraising activities
• Accessibility or inclusion
• How personal information has been handled
• Any other aspect of our work

Our Commitments

We will:
• Treat every complaint seriously and respectfully
• Handle complaints fairly and without judgement
• Protect confidentiality as far as reasonably possible
• Ensure that making a complaint does not unfairly affect access to our services
• Make reasonable adjustments for anyone who needs help submitting a complaint
• Use complaints to improve our services and working practices

How to Make a Complaint

If you feel comfortable doing so, you may first raise the matter informally with the person involved. We will try to resolve the concern promptly.
You can make a formal complaint by emailing:

hello@movingforwardagainsttheodds.com

Please use “Formal Complaint” as the email subject and include:

• Your name and preferred contact details
• A clear description of what happened
• Relevant dates, locations or people involved
• Any supporting information
• What you would like us to do to resolve the matter

You may ask someone to make a complaint on your behalf. We will also consider anonymous complaints, although this may limit our ability to investigate fully.

If you need help submitting your complaint or require information in another format, please contact us using the email address above.

What Happens Next?

We will acknowledge your formal complaint within five working days.
The complaint will be reviewed by an appropriate director or authorised person. We may contact you for further information and may speak to other people involved.

We aim to provide a full written response within 20 working days. If the matter is complex and requires more time, we will explain the reason for the delay and tell you when you can expect a response.

Our response will explain:

• What we considered
• What we found
• Any action we intend to take
• How you can request a review if you remain dissatisfied

Requesting a Review

If you are unhappy with our response, you may request a review within 10 working days of receiving it.

hello@movingforwardagainsttheodds.com with the subject “Complaint Review” and explain why you remain dissatisfied.

Wherever possible, the review will be carried out by a director who was not responsible for the original response. We aim to provide a final written response within 20 working days.

Possible Outcomes

Depending on the circumstances, the outcome may include:

• An explanation or clarification
• An apology
• Corrective action
• A change to a policy, process or service
• Additional guidance or training
• No further action where the complaint is not upheld

Safeguarding and Immediate Risk

Concerns involving possible abuse, neglect, exploitation or immediate danger will be treated urgently and managed in accordance with our safeguarding responsibilities.

We may need to share relevant information where this is necessary to protect someone from harm or comply with the law.
If someone is in immediate danger, call 999.
Confidentiality and Personal Information
Information about a complaint will be shared only with people who need it to investigate or respond. Records will be stored securely and retained only for as long as necessary, in accordance with our Privacy Policy and applicable data protection law.

Respectful Communication

We understand that people may feel upset or distressed when making a complaint. We will always seek to communicate respectfully. We may restrict communication that is abusive, threatening, discriminatory or persistently unreasonable, while continuing to consider the underlying complaint fairly wherever possible.

External Complaints

We encourage you to complete our internal complaints process first.
If your complaint concerns how we have used your personal information and you remain dissatisfied, you may contact the Information Commissioner’s Office:

https://ico.org.uk/make-a-complaint/

If your concern relates to a possible breach of Community Interest Company legislation or regulations, you may contact the Office of the Regulator of Community Interest Companies:
https://www.gov.uk/government/organisations/office-of-the-regulator-of-community-interest-companies/about/complaints-procedure

If your complaint concerns fundraising and falls within its remit, you may contact the Fundraising Regulator:

https://www.fundraisingregulator.org.uk/service/complaints-about-fundraising/member-public

Learning and Review

We record and review complaints to identify improvements and prevent similar issues from happening again. This policy will be reviewed annually or sooner if our services, responsibilities or relevant guidance change.