SILVER COMPANION CIC COMPLAINTS POLICY Version 1.0 — July 2026 ============================================================ 1. Our commitment ----------------- Silver Companion CIC welcomes feedback and takes all complaints seriously. We view complaints as an opportunity to improve our services and ensure that everyone who interacts with us is treated fairly and with respect. 2. Who can complain ------------------- Anyone who has been affected by our services can make a complaint, including: people we support (befriendees), volunteers, referrers, family members or carers, and members of the public. 3. How to make a complaint -------------------------- Complaints can be made: by email to info@silvercompanioncic.com, by telephone on 07477538110, or in writing to our Swansea address. Please include your name, contact details, a description of your concern, and what outcome you are seeking. We will acknowledge your complaint within 3 working days. 4. How we handle complaints --------------------------- Stage 1 — Informal resolution: We will attempt to resolve your complaint informally within 10 working days. Stage 2 — Formal investigation: If you are not satisfied with the outcome, you may request a formal investigation. We will respond in writing within 20 working days. Stage 3 — Independent review: If you remain dissatisfied, you may refer your complaint to an independent body or, where relevant, to the relevant regulatory authority. 5. Confidentiality ------------------ All complaints will be handled confidentially and in accordance with our Privacy Policy. Information will only be shared with those who need to know in order to investigate and resolve the complaint. 6. Learning from complaints --------------------------- We record all complaints and use them to identify patterns and areas for improvement. Anonymised complaint data is reviewed regularly by our leadership team. ============================================================ Silver Companion CIC | info@silvercompanioncic.com | Swansea, Wales