COMPANY POLICY AND PROCEDURE

Complaints Policy and Procedure

Tranquility Cycles CIC

1. Purpose
   Tranquility Cycles CIC is committed to providing high-quality services and treating
   everyone with respect. We welcome feedback and take complaints seriously as an
   opportunity to learn and improve.
   This policy explains how individuals can make a complaint and how we will handle it.
2. Scope
   This policy applies to complaints from:
    Service users
    Beneficiaries
    Customers
    Volunteers
    Partners and stakeholders
    Members of the public
   This policy does not cover:
    Employment grievances from staff (which are handled under separate HR
   procedures)
    Safeguarding concerns (which should be reported immediately under the
   Safeguarding Policy)
    Criminal matters, which should be reported to the police
3. Principles
   We will ensure that complaints are:
    Taken seriously
    Handled fairly and consistently
    Investigated promptly
    Treated confidentially where possible
    Used to improve our services
   No individual will be treated unfairly because they have made a complaint.
4. How to Make a Complaint
   Complaints can be made:

 By email: cyclewithus@tranquilitycycles.org.uk
 In writing: 15 East Campbell Str. Glasgow G1 5DT
 By telephone: +44 7492 350559
 In person to a member of staff or a Director
Please provide: Sandrine Uwayezu
 Your name and contact details
 Details of the complaint
 Relevant dates and information
 What outcome you would like
Anonymous complaints will be considered where sufficient information is provided.

5. Complaints Procedure
   Stage 1 – Informal Resolution
   Where possible, complaints should first be raised informally with the relevant staff
   member or Director.
   We will aim to:
    Acknowledge concerns within 5 working days
    Resolve the matter within 10 working days
   Stage 2 – Formal Complaint
   If the issue is not resolved informally, a formal complaint may be submitted.
   A Director (or another appropriate person not directly involved) will:
    Acknowledge receipt within 5 working days
    Investigate the complaint
    Provide a written response within 20 working days
   If additional time is required, the complainant will be informed of the reason and
   expected timescale.
   Stage 3 – Review
   If the complainant remains dissatisfied, they may request a review within 10 working
   days of receiving the outcome.
   The review will be conducted by:
    Another Director not previously involved; or
    An independent person where appropriate.

A final written response will normally be issued within 20 working days.

6. Record Keeping
   A record of all formal complaints will be maintained, including:
    Date received
    Nature of complaint
    Actions taken
    Outcome
    Lessons learned
   Records will be retained in accordance with data protection requirements.
7. Monitoring and Learning
   Directors will periodically review complaints to identify trends, improve services, and
   reduce the likelihood of similar issues occurring in future.
8. Data Protection
   Personal information relating to complaints will be handled in accordance with the
   UK General Data Protection Regulation (UK GDPR) and the Data Protection Act
   2018.
9. Policy Review
   This policy will be reviewed every two years or sooner if required.
   Approved by: Sandrine Uwayezu
   Date: Aug. 13, 2026
   Review Date: 14, Aug. 2026

Complaints Procedure (Quick Reference)
Step Action Timescale
1 Complaint received Day 0
2 Acknowledgement sent Within 5 working days
3 Investigation carried out Within 20 working days
4 Outcome issued Within 20 working days
5 Review requested (if needed) Within 10 working days
6 Final review outcome Within 20 working days