Who We Are

"We", "us", and "our" mean HRE4U CIC and, where the context requires, people authorised to act on its behalf.

HRE4U CIC

Company Number: 16856183

Policy Information

Policy: Complaints & Concerns Policy
Policy owner: HRE4U CIC Board of Directors
Status: Approved
Approved by: HRE4U CIC Board of Directors
Approval date: 17 October 2026
Version: 1.0
Last reviewed: 16 October 2026
Next review due: 16 October 2027

Our Commitment

We are committed to providing a welcoming, respectful and supportive environment.

We recognise that occasionally people may be unhappy with an experience, decision or aspect of our services.

We welcome genuine concerns and complaints as opportunities to understand what has happened, address problems where appropriate and improve our organisation.

We aim to handle complaints fairly, proportionately, confidentially and without unnecessary delay.

Everyone involved in a complaint deserves to be treated with dignity and respect, including the person raising the complaint and any volunteers, directors or other individuals concerned.

Who Can Raise a Complaint?

Anyone who interacts with HRE4U may raise a complaint or concern. This includes visitors, volunteers, event attendees, donors, partner organisations and members of the public.

A person may submit a complaint on someone else's behalf with their permission.

Where permission cannot be established, We may still consider the information as a third-party concern, but will not disclose another person's confidential information.

Anonymous complaints are accepted and considered according to the information available. However, anonymity may limit Our ability to investigate or provide an outcome.

What Can You Complain About?

Complaints may concern matters within HRE4U's responsibilities, including:

• the conduct of HRE4U representatives while carrying out their duties
• the way an individual has been treated
• decisions made during HRE4U activities
• the accessibility or delivery of Our services
• fundraising, donations or HRE4U-organised activities
• the application of HRE4U policies and procedures
• confidentiality and the handling of personal information

We can only investigate matters within Our own responsibilities and authority.

We cannot overturn decisions made by external organisations, act as a professional regulator or investigate matters outside Our remit. Where appropriate, We may help individuals identify the correct organisation to contact.

Raising a Concern Informally

Many concerns can be resolved quickly through a conversation.

During HRE4U sessions, the Session Lead is responsible for managing the session and responding to concerns raised at the time.

Session Leads have authority to make reasonable operational decisions, establish boundaries, manage behaviour and take necessary steps to maintain a safe and welcoming environment.

We encourage individuals to raise straightforward concerns with the Session Lead where they feel comfortable doing so.

However, nobody is required to approach a person they are complaining about. Individuals may request that their concern be considered formally.

Making a Formal Complaint

Formal complaints are handled by HRE4U's Board of Directors.

Our preferred method is through Our official complaints email address: complaints@hre4u.co.uk.

We also accept complaints communicated directly to HRE4U through other reasonable channels, including private messages, telephone conversations and in person. Where a complaint is received through another channel, it will be passed to the appropriate person.

Public social media comments, reviews and general expressions of dissatisfaction do not automatically constitute formal complaints. We may invite someone expressing dissatisfaction publicly to contact Us directly.

We will not discuss individual complaints publicly.

We can provide reasonable assistance to anyone who needs help submitting a complaint, including support with writing, communication or accessibility.

What Happens After You Complain?

When We receive a formal complaint, We will:

1. acknowledge it within three working days
2. consider the complaint and determine what investigation, if any, is appropriate
3. review relevant information and speak with those involved where necessary
4. consider the available evidence fairly and proportionately
5. explain Our findings and any appropriate actions

We aim to resolve formal complaints within 15 working days. Working days mean Monday to Friday, excluding bank holidays.

Some complaints may take longer. Where additional time is required, We will explain the delay and provide a revised estimated completion date.

We will provide updates when there is meaningful progress to report.

Fairness and Confidentiality

We consider complaints impartially and assess them according to the available evidence.

Making a complaint does not automatically mean that the person complained about has acted improperly. Equally, a complaint will not be dismissed simply because there are no independent witnesses.

Individuals whose conduct is genuinely under investigation will normally be given a fair opportunity to respond.

Information will only be shared with those who reasonably need it to handle the matter.

Any director personally involved in a complaint will be excluded from its investigation and decision-making.

We do not disclose confidential personnel information or private disciplinary matters when communicating complaint outcomes.

HRE4U does not tolerate retaliation against anyone raising a genuine concern.

Complaints About Decisions Made During Sessions

Session Leads are responsible for managing HRE4U sessions. This includes decisions concerning behaviour, safety, boundaries and requests for individuals to leave.

A complaint does not automatically overturn or suspend a Session Lead's decision.

Where a director is present, they will ordinarily support the Session Lead's decision at the time. Immediate intervention will only occur where there is a clear and obvious reason to do so.

Any subsequent complaint will be considered through the appropriate process.

Decisions will be assessed in light of the information reasonably available when they were made. The Board may review ongoing restrictions or exclusions where appropriate.

Complaints About External Providers

HRE4U works with independent organisations and professionals.

Where a complaint concerns the professional advice, decisions or services provided by another organisation, that organisation may be responsible for investigating it.

We cannot act as a legal, medical, financial or other professional regulator. However, We may consider concerns about Our own working relationships, referral arrangements or the suitability of a partnership.

Where appropriate, We will help individuals identify the relevant complaints or regulatory process.

Safeguarding and Criminal Concerns

Safeguarding concerns are handled under Our existing Safeguarding Policy. They are not treated solely as ordinary complaints.

Suspected criminal offences may be referred to the police. HRE4U does not conduct criminal investigations.

Where there is an immediate danger, emergency services should be contacted on 999. Non-emergency police matters can be reported through 101.

These responsibilities apply regardless of whether a formal complaint has been submitted.

Fundraising, Donations and Lotteries

Complaints relating to HRE4U fundraising, donations, collections or lottery activities are considered by the Board.

HRE4U follows its existing Donations Policy, Lottery Policy and applicable regulatory and licensing requirements.

Where appropriate, individuals may be directed to the Fundraising Regulator, relevant licensing authority or another competent body. The Fundraising Regulator does not investigate every category of complaint.

Data Protection and Confidentiality Concerns

Complaints involving personal information or suspected data breaches will be handled in accordance with Our existing Privacy Policy and data protection procedures.

Where appropriate, individuals may also raise concerns with the Information Commissioner's Office (ICO).

Complaints About Policies

Individuals may raise concerns about HRE4U policies or how those policies have been applied.

However, disagreement with an organisational policy does not automatically mean the policy is inappropriate or that a full investigation is necessary.

We may record feedback for future policy reviews. Credible concerns involving unlawful conduct, safety or improper application of a policy will be assessed appropriately.

Existing policies remain in force unless amended by an authorised decision.

Historical Complaints

We encourage individuals to raise concerns as soon as reasonably possible. We recognise that some people may need additional time before feeling comfortable making a complaint.

HRE4U therefore does not impose a fixed deadline for submitting complaints. However, We maintain limited session records, and older incidents may be difficult to investigate.

Where insufficient information remains to establish what happened, the Board may conclude that a meaningful investigation is no longer possible. We will explain that decision where contact details are available.

Safeguarding and criminal concerns will continue to be handled through their appropriate procedures.

Complaint Outcomes

Following an investigation, a complaint may be:

• Upheld: the complaint is supported by the findings
• Partially upheld: some aspects are supported
• Not upheld: the available evidence does not establish the complaint

Where appropriate, We may offer an organisational apology, explain a decision or make improvements to Our procedures.

We will provide a proportionate explanation of the outcome. We will not disclose confidential information about other individuals.

Financial Compensation

HRE4U CIC does not award financial compensation, goodwill payments or financial settlements through its complaints procedure.

The purpose of this process is to address concerns, establish facts and improve services.

This does not affect any legal obligation to make a payment, comply with a binding court order or correct an ordinary financial error, such as refunding money paid in error.

Requesting a Review

If you are dissatisfied with the Board's decision, you may request an independent review.

We ask that review requests normally be submitted within 14 calendar days of receiving the outcome. Later requests may be considered where there is a reasonable explanation.

HRE4U will arrange for a suitable impartial person to review the handling of the complaint. The reviewer must not have been involved in the original decision.

The review will consider whether the complaint was handled fairly, reasonably and in accordance with the relevant procedures.

The reviewer may make recommendations, which will be considered by the uninvolved Board members.

One independent review is normally available. A closed complaint will not ordinarily be reinvestigated without significant new information.

Repeated or Abusive Complaints

HRE4U recognises everyone's right to raise genuine concerns.

However, We may decline to repeatedly investigate matters that have already been fairly considered and concluded, unless significant new evidence becomes available.

We may also establish reasonable communication boundaries where contact becomes abusive, threatening or persistently unreasonable.

Such boundaries will not prevent individuals from raising genuinely new concerns through appropriate channels.

Complaints Involving Legal Proceedings

Where a complaint overlaps with threatened, anticipated or ongoing legal proceedings, We may pause Our internal complaints process where appropriate.

The Board may seek legal or insurance advice before proceeding. We will explain any decision to pause the process.

Immediate safeguarding, safety and legal responsibilities will continue.

External Advice and Reporting

Individuals are free to seek independent advice or contact an appropriate external authority.

Depending on the nature of the concern, relevant organisations may include the ICO, Fundraising Regulator, police, Companies House or other appropriate bodies.

Each organisation has its own responsibilities and jurisdiction. HRE4U cannot guarantee that an external body will investigate a particular complaint.

Policy Review

The Board is responsible for maintaining and reviewing this policy.

Complaints and concerns may identify opportunities to improve HRE4U's services, training, procedures or organisational arrangements.

Where improvements are necessary, HRE4U will take appropriate action.