Complaints Policy

Storykeepers Community CIC

Last Updated: August 2026

Our Commitment

Storykeepers Community CIC is committed to delivering high-quality projects, treating everyone with dignity and respect, and providing a positive experience for all participants, partners and supporters.

We welcome feedback, including complaints, as an opportunity to learn, improve and strengthen our organisation.

We aim to deal with all concerns fairly, promptly and sensitively.

Who Can Make a Complaint?

Anyone who has interacted with Storykeepers Community CIC may make a complaint, including:

  • Participants

  • Parents or carers

  • Schools

  • Care homes

  • Community organisations

  • Volunteers

  • Funders

  • Members of the public

  • Partner organisations

What Can You Complain About?

Complaints may relate to:

  • The delivery of a Storykeepers project.

  • The conduct of a member of staff, volunteer or representative.

  • Communication or customer service.

  • Accessibility or inclusion.

  • The handling of personal information.

  • Published material.

  • Any other aspect of our work.

How to Make a Complaint

Complaints should be made in writing wherever possible.

Please include:

  • Your name and contact details.

  • A description of your concern.

  • Any relevant dates or information.

  • The outcome you are seeking.

Complaints can be sent to:

Storykeepers Community CIC

Email: complaints@storykeepers.org.uk (update when live)

How We Will Respond

We aim to:

  • Acknowledge your complaint within five working days.

  • Investigate the matter fairly and objectively.

  • Keep you informed if additional time is required.

  • Provide a written response within 20 working days, wherever possible.

Where appropriate, we may contact you for further information during the investigation.

Our Approach

We will:

  • Listen respectfully.

  • Treat all parties fairly.

  • Consider evidence objectively.

  • Maintain confidentiality where appropriate.

  • Seek a constructive and reasonable resolution.

We ask everyone involved to communicate respectfully throughout the process.

If You Are Not Satisfied

If you are dissatisfied with our response, you may request that the matter is reviewed by the Directors of Storykeepers Community CIC.

The review will be carried out by someone who has not previously been involved wherever possible.

The decision following the review will normally be considered final.

Learning from Complaints

Storykeepers Community CIC values feedback as an important part of improving our work.

Where appropriate, we will use lessons learned from complaints to improve our policies, procedures and future projects.

Anonymous Complaints

Anonymous complaints will be considered where sufficient information is provided to allow an investigation, although this may not always be possible.

Policy Review

This policy will be reviewed annually and updated where necessary to ensure it remains fair, effective and accessible.

Our Promise

At Storykeepers, every concern matters because every person matters.

We are committed to listening with openness, responding with fairness and using feedback to continually improve the way we serve our communities. Our aim is always to resolve concerns with kindness, honesty and respect while maintaining the trust that sits at the heart of our work.