Complaints Procedure

Introduction 

Green Rose CIC is committed to delivering high-quality, community-focused sustainability services. We recognise that, despite our best efforts, there may be occasions when individuals or organisations feel dissatisfied with our services or conduct. This policy outlines our approach to handling complaints in a fair, transparent, and timely manner. 

We view complaints as an opportunity to reflect, learn, and improve. Our aim is to resolve issues efficiently while maintaining the trust and confidence of our customers, partners, and stakeholders. 

Policy Objectives 

This policy is designed to: 

  • Provide a clear and accessible process for submitting complaints

  • Ensure complaints are handled promptly, fairly, and consistently 

  • Promote accountability and continuous improvement 

  • Protect the rights and dignity of all parties involved 

  • Comply with relevant legal and regulatory standards 

Scope 

This policy applies to: 

  • Members of the public who use or are affected by our services 

  • Partner organisations and contractors 

  • Volunteers and service users 

  • Any individual or group interacting with Green Rose CIC 

Complaints may relate to the quality of service, staff conduct, accessibility, communication, or any other aspect of our operations. 

 

Definition of a Complaint 

A complaint is defined as any expression of dissatisfaction—whether verbal or written—about the standard of service, actions, or lack of action by Green Rose CIC or its representatives, which requires a response or resolution. 

 

How to Make a Complaint 

Complaints can be submitted in the following ways: 

  • By phone: 0800 702 2528 

  • By email: info@greenrose.org.uk 

  • By post: Green Rose CIC, 1-7 Marketgate, Lancaster, Lancashire, LA1 1JF 

  • In person: At any Green Rose CIC event or office location 

We encourage complainants to provide as much detail as possible, including relevant dates, names, and supporting documentation. 

Complaints Handling Procedure 

  1. Acknowledgement – We will acknowledge receipt of the complaint within three working days. If the complaint relates to health and safety or safeguarding, we will respond within one working day.

  2. Logging – All complaints are recorded in our internal complaints register, including the date received, nature of the complaint, staff assigned, and progress updates.

  3. Investigation – A designated staff member will investigate the complaint. This may involve reviewing documentation, speaking with relevant parties, and assessing service records.

  4. Response – We aim to provide a full written response within ten working days. If the complaint is complex or involves third-party contractors, we will inform the complainant and provide updates at least every four weeks.

  5. Resolution – Where appropriate, we will offer remedies such as apologies, service adjustments, or corrective actions. We will also explain any decisions made and outline next steps.

 

Escalation Process 

If a complainant is dissatisfied with the outcome, they may request an internal review within two calendar months of receiving the response. This review will be conducted by a senior staff member not previously involved in the case. 

If the issue remains unresolved, the complainant may refer the matter to an external body, such as: 

  • Citizens Advice 

  • Local Government Ombudsman 

  • Relevant regulatory authority 

Green Rose CIC will cooperate fully with any external investigations and ensure that contractors and partners do the same. 

 

Supporting Vulnerable Individuals 

We recognise that some individuals may require additional support when making a complaint. We will make reasonable adjustments to accommodate access needs, language barriers, or other vulnerabilities. This may include providing information in alternative formats, arranging advocacy support, or offering face-to-face meetings. 

 

Confidentiality and Data Protection 

All complaints are handled with strict confidentiality. Information is shared only when necessary for investigation and resolution. We comply with our Data Protection Policy and all relevant legislation, including the UK General Data Protection Regulation (UK GDPR). 

 

Staff Training and Conduct 

All staff receive training on complaints handling, including communication skills, impartiality, and safeguarding. We expect staff to treat all complainants with respect and professionalism, regardless of the nature of the complaint. 

 

Unreasonable Behaviour 

While we are committed to resolving complaints, we reserve the right to limit or cease correspondence in cases of abusive, threatening, or persistently unreasonable behaviour. In such cases, we will explain our decision and advise the complainant of their right to escalate the matter externally. 

 

Monitoring and Review 

We regularly review complaints data to identify trends, improve services, and inform staff training. This policy is reviewed annually by senior leadership and updated as needed to reflect best practice and legal requirements. 

Statement Approval
This statement has been approved by the Board of Directors of Green Rose Sustainability CIC and will be reviewed annually.

Signed,
Georgina Sommerville
Director
August 2025