Response Bolton CIC
Company Registration Number: 17407705
Last updated: 29 October 2026
1. Our Commitment
At Response Bolton CIC, we aim to provide a welcoming, respectful and supportive service to everyone who contacts us.
We work hard to get things right, but we recognise that sometimes things may go wrong.
If you are unhappy with any aspect of our services, activities or the way you have been treated, we want to hear from you.
We take complaints seriously and see them as an opportunity to put things right, learn from mistakes and improve the support we provide.
You will not be treated unfairly or disadvantaged for making a complaint in good faith.
2. What Can You Complain About?
You can raise a complaint about any aspect of Response Bolton CIC’s work, including:
- The quality of our services or support.
- The behaviour or conduct of staff or volunteers.
- Unfair or discriminatory treatment.
- Poor communication or difficulties accessing our services.
- Concerns about how a request for assistance has been handled.
- Any other experience that has caused concern or dissatisfaction.
You do not need to use formal language or complete a complicated form to make a complaint.
3. How to Make a Complaint
You can contact us in person, by telephone, by email or in writing.
Response Bolton CIC
Office B, Unit 2, 101 The Picture House
Bradshawgate, Bolton, BL1 1QD
Telephone: 01204 262403
Email: responsebolton@gmail.com
Please provide as much information as you feel comfortable sharing, including:
- Your name and preferred contact details.
- What happened and when.
- Who was involved, if relevant.
- What you would like us to do to resolve the matter.
If you need help making a complaint, please let us know. We will consider reasonable assistance or adjustments.
You may also ask someone you trust to help you raise your concern.
4. How We Handle Complaints
We aim to deal with complaints fairly, respectfully and without unnecessary delay.
Step 1 — Acknowledgement
We aim to acknowledge your complaint within five working days of receiving it.
Step 2 — Review and Investigation
An appropriate person within Response will review the concerns raised, consider the relevant information and, where necessary, speak with those involved.
Where possible, someone who is not directly involved in the complaint will oversee its review.
Step 3 — Our Response
We aim to provide a written response within 20 working days of receiving the complaint.
Our response will explain what we have found, whether any action is needed and what steps we intend to take.
If the matter is particularly complicated or requires more time, we will explain the delay and provide an updated timescale.
5. If You Are Not Satisfied
If you are unhappy with our response, you can ask for your complaint to be reviewed again.
Where reasonably possible, the review will be carried out by a director who was not involved in the original decision.
We aim to provide a final response within 20 working days of receiving your request for a review.
If we cannot resolve the matter internally, we will explain whether there is an appropriate external organisation you may contact.
6. Complaints Involving Staff, Volunteers or Directors
Complaints about staff or volunteers will be handled sensitively and fairly, taking account of the rights of everyone involved.
If a complaint concerns a director or the person normally responsible for handling complaints, we will seek to arrange for another appropriate director to review the matter.
Serious concerns involving safeguarding, suspected criminal activity or other legal obligations may need to be referred to the relevant authorities.
7. Confidentiality
We will respect your privacy when handling a complaint.
Information will only be shared with people who need it to investigate or respond to the matter, or where disclosure is otherwise lawful and necessary.
Complaint records will be handled in accordance with our Privacy Policy and applicable data protection requirements.
8. Safeguarding Concerns
If your complaint involves abuse, neglect, exploitation or a risk to someone’s safety, it may need to be handled under our Safeguarding Policy rather than through the usual complaints process.
We will take appropriate action to protect anyone at risk.
If someone is in immediate danger, call 999.
9. Learning and Improvement
We believe complaints provide valuable opportunities to improve our organisation.
Where appropriate, we will use feedback and complaints to identify problems, improve our procedures and help prevent similar issues from happening again.
10. Reviewing This Procedure
This procedure will be reviewed regularly by Response Bolton CIC to ensure it remains fair, accessible and appropriate for our services.
Next review: 29th October 2027
