The Vault Unlocking Potential CIC – Complaints & Feedback
We are committed to delivering high-quality, rights-based advocacy. If something goes wrong, we want to know so we can put it right.
How to Raise a Concern or Complaint
You can contact us directly using the details below. You may also ask an advocate, family member, or trusted person to help you make a complaint.
What Happens Next
- We acknowledge your complaint within 3 working days.
- A manager or senior leader will investigate the concern.
- We aim to provide a full response within 20 working days.
- If the issue is complex, we will keep you updated throughout the process.
If You Are Unhappy With the Outcome
You can request a further review by the CEO or Board Safeguarding Lead if you feel your complaint has not been resolved appropriately.
If You Still Remain Dissatisfied
You may escalate your concerns to:
- The commissioning body (for example, your Local Authority or NHS service)
- The Local Government & Social Care Ombudsman
- The Charity Commission (for governance-related concerns)
Safeguarding Concerns
If your complaint relates to safeguarding, we will follow our safeguarding procedures and may need to share information with statutory agencies to protect individuals from harm.
Child-Friendly Complaints Process
We also provide a child-friendly version of our complaints process and can support children and young people to make a complaint safely and accessibly.