Complaints & Feedback
Beyond Words Collective CIC
Last updated: 9 July 2026
Complaints & Feedback Policy
At Beyond Words Collective CIC, we are committed to creating positive, respectful and inclusive experiences for everyone who engages with us.
We welcome feedback because it helps us learn, improve and ensure our services continue to meet the needs of the individuals, families, carers, professionals and communities we support.
If something has not met your expectations, we want to know so that we can put things right wherever possible.
Our Commitment
We are committed to:
- listening carefully and respectfully
- treating everyone fairly and without discrimination
- responding promptly and professionally
- learning from feedback and complaints
- using feedback to improve our services, resources and programmes
- maintaining confidentiality wherever possible.
We aim to resolve concerns openly, fairly and as quickly as we can.
Feedback
We welcome feedback of all kinds, including:
- suggestions for improvement
- compliments
- ideas for future resources or training
- comments about our website
- feedback following training programmes or Friendship Circles
- general observations about your experience.
Positive feedback is just as valuable as constructive feedback and helps us recognise what is working well.
Making a Complaint
A complaint is any expression of dissatisfaction about our services, activities or the way we have carried out our work.
You can make a complaint if you are unhappy about:
- one of our training programmes
- a Friendship Circle
- communication from us
- the behaviour of someone representing Beyond Words Collective CIC
- our website or resources
- any other aspect of our work.
Complaints can be made by:
- in writing
- through our website contact form
- by another reasonable method where accessibility support is needed.
What Information to Include
To help us investigate your concern, please tell us:
- your name and contact details
- what happened
- when it happened
- who was involved (if known)
- what outcome you are hoping for.
If you need support to make a complaint, we will do our best to provide reasonable adjustments.
How We Will Handle Your Complaint
Step 1 – Acknowledgement
We aim to acknowledge your complaint within five working days.
Step 2 – Investigation
We will review the information provided and, where appropriate:
- gather additional information
- speak to those involved
- consider relevant policies and procedures
- assess what action may be appropriate.
Step 3 – Response
We aim to provide a full written response within 20 working days.
If the matter is more complex and we need additional time, we will let you know and explain why.
Outcomes
Depending on the circumstances, outcomes may include:
- an explanation
- an apology
- clarification or additional information
- changes to our processes
- additional staff or volunteer learning
- improvements to resources or services
- another appropriate resolution.
Where appropriate, we will explain any actions we have taken as a result of your complaint.
Confidentiality
Complaints will be handled sensitively and confidentially.
Information will only be shared with those who need it in order to investigate and respond appropriately.
In exceptional circumstances, information may need to be shared where there is a legal obligation or safeguarding concern.
Anonymous Complaints
We will consider anonymous complaints where sufficient information has been provided.
However, if we are unable to contact you, it may not be possible to fully investigate or explain the outcome.
Vexatious or Abusive Complaints
We understand that people may be distressed or frustrated when raising concerns.
We will always seek to respond respectfully and fairly.
However, we may limit communication where behaviour becomes abusive, threatening, discriminatory or persistently unreasonable.
This will only be done after careful consideration and will not affect our commitment to investigating genuine concerns.
Learning and Continuous Improvement
We believe every complaint and every piece of feedback is an opportunity to learn.
Where appropriate, we will use feedback to:
- improve our training programmes
- enhance our resources
- strengthen our processes
- improve the accessibility of our services
- provide additional learning for those involved.
Contact Us
If you would like to provide feedback or make a complaint, please contact:
Beyond Words Collective CIC
Email: info@beyondwordscollective.org
We will always aim to respond with openness, fairness and respect.
Our Promise
Beyond Words Collective CIC exists to empower people through advocacy, learning and community.
We value every person who connects with us, and we are committed to listening, learning and continually improving so that our services remain welcoming, inclusive and responsive to the people we support.