Complaint Policy for Zine Swap Shop CIC

#### 1. **Introduction**
Zine Swap Shop CIC is committed to providing high-quality services and ensuring that all interactions with our organisation are positive. However, we recognise that there may be occasions when individuals feel dissatisfied. This policy outlines how complaints can be made, how they will be handled, and the steps we will take to resolve issues.

#### 2. **Purpose**
The purpose of this policy is to:
- Ensure that all complaints are handled fairly, promptly, and consistently.
- Provide a clear process for individuals to raise concerns.
- Identify areas where we can improve our services based on feedback.

#### 3. **Scope**
This policy applies to all complaints received by Zine Swap Shop CIC, including those related to:
- Our services or products.
- The conduct of our staff, volunteers, or partners.
- Any aspect of our operations, including events or communications.

#### 4. **Making a Complaint**
If you have a complaint, please follow the steps outlined below:
1. **Initial Contact**: Contact us as soon as possible with your complaint. You can do this by:
- Emailing us at **zineswapshop@** with the subject line "Complaint".
- Including in your email the details of your complaint, your contact information, and any relevant supporting documents or evidence.
2. **Acknowledgement**: We will acknowledge receipt of your complaint within 3 working days. Our acknowledgment will include the name of the person handling your complaint and an estimated timeframe for a response.

#### 5. **Complaint Handling Process**
1. **Investigation**: Once your complaint is received, we will investigate the matter thoroughly. This may involve reviewing records, speaking with staff or volunteers involved, and gathering further information.
2. **Response**: We aim to provide a full response to your complaint within 14 working days. If more time is needed, we will inform you of the delay and provide a revised timeline.
3. **Resolution**: Our response will detail the findings of our investigation, any actions we have taken or plan to take, and, if applicable, any changes we will implement to prevent a recurrence of the issue.
4. **Follow-Up**: If you are not satisfied with our response, you may request a further review by a senior member of our team. We will provide details on how to escalate your complaint in our response.

#### 6. **Escalation**
If you are dissatisfied with the outcome of your complaint or feel that it has not been handled appropriately, you can escalate your complaint by:
- Replying directly to the email response you received, clearly stating that you wish to escalate the matter.
- Alternatively, you can write to us at **zineswapshop@** with "Complaint Escalation" in the subject line.

Your escalated complaint will be reviewed by a senior member of our organisation, who will aim to provide a final resolution within 14 working days.

#### 7. **Confidentiality**
All complaints will be handled with the utmost confidentiality. Only those directly involved in resolving the complaint will have access to the information. We will not disclose your identity to anyone outside of the complaint-handling process without your consent.

#### 8. **Monitoring and Review**
We regularly review complaints to identify trends or areas for improvement. This helps us enhance our services and address any recurring issues. The complaint policy is reviewed annually to ensure it remains effective and up to date.

#### 9. **Contact Information**
For any complaints, please contact us at:
- **Email**: zineswapshop@
- **Subject Line**: "Complaint"

We are committed to resolving any issues fairly and promptly, and we value your feedback in helping us improve our services.

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This complaint policy is designed to ensure that all concerns are addressed appropriately and that Zine Swap Shop CIC remains responsive to the needs of those we serve.