Complaints Policy

Updated November 2025

Purpose of this Policy

Highlands Innovation CIC is committed to providing high-quality services, community projects and public information. We recognise that, on occasion, individuals may wish to raise concerns or complaints about aspects of our work or interactions with us. This Policy explains how we handle complaints in a fair, transparent and timely manner.

Our Commitment

We aim to create an open environment where concerns can be raised safely and constructively. All complaints will be taken seriously, treated with respect and reviewed without prejudice. We will seek to resolve issues promptly and use feedback to improve our services and practices.

What This Policy Covers

This Policy applies to:

• concerns about our services, events or project activities;
• issues relating to communication, conduct or decision-making;
• feedback about our policies or processes;
• any situation where someone believes they have been treated unfairly by us.

This Policy does not cover:

• employment-related complaints from staff (handled separately through HR procedures);
• safeguarding concerns (addressed under our Safeguarding Policy);
• whistleblowing allegations (covered by our Whistleblowing Policy);
• complaints relating to third-party organisations beyond our control.

How to Raise a Complaint

If you wish to make a complaint, please contact us through the form on our Contact page. To help us respond effectively, please describe:

• what happened and when;
• who was involved (if known);
• any relevant background information;
• what outcome you are seeking.

How We Handle Complaints

When we receive a complaint, we will:

• acknowledge receipt within a reasonable timeframe;
• review the information provided and gather further details if needed;
• consider the complaint impartially and fairly;
• provide a response outlining our findings and any actions taken.

Where a complaint highlights a broader issue, we may update procedures, provide additional training or make operational improvements.

Confidentiality and Data Protection

All complaints will be handled confidentially and in accordance with UK data protection law. Information will only be shared with those involved in resolving the matter or where required by law.

If You Are Not Satisfied

If you remain dissatisfied after receiving our response, you may request that the matter be reviewed by a senior member of our organisation. Further escalation routes may depend on the nature of the complaint and any regulatory frameworks that apply.

Review of this Policy

We will review this Complaints Policy periodically to ensure it remains effective and aligned with best practice. Updates will be indicated by the “Updated” date at the top of this page.