Complaints Procedure
COMPLAINTS PROCEDURE
BAKO Sanctuary Community Interest Company
Last Updated: 10/02/2026
OUR COMMITMENT
At BAKO Sanctuary, we are committed to providing high-quality, respectful support. We welcome feedback and take all complaints seriously. This procedure ensures complaints are handled fairly, promptly, and confidentially.
WHO CAN COMPLAIN?
Anyone who has:
- Used our services
- Been affected by our services
- Had contact with BAKO Sanctuary staff or volunteers
- Concerns about our organization
WHAT YOU CAN COMPLAIN ABOUT
You can raise concerns about:
- Quality of service or support provided
- Treatment by staff or volunteers
- Communication or responsiveness
- Safeguarding concerns
- Data protection or confidentiality
- Accessibility or discrimination
- Any other aspect of our service
HOW TO MAKE A COMPLAINT
Informal Resolution (We encourage this first)
If you're comfortable, speak directly with the person involved or the Director. Many concerns can be resolved quickly through conversation.
Formal Complaint
If informal resolution isn't appropriate or doesn't resolve the issue, make a formal complaint:
By Email: info@bakosanctuary.org.uk
By Post: Complaints, BAKO Sanctuary CIC, 42 Ashburnham Court, Ashburnham Road, Bedford, MK40 1DY
By Phone: +44 739 5353 283
Please include:
- Your name and contact details
- Date(s) of the issue
- Details of what happened
- What outcome you're hoping for
- Any supporting information
OUR COMPLAINTS PROCESS
Stage 1: Acknowledgment (Within 3 Working Days)
We will:
- Acknowledge receipt of your complaint
- Confirm we're investigating
- Tell you who will handle it
- Give you a timescale for response
Stage 2: Investigation (Within 15 Working Days)
We will:
- Investigate the complaint fully
- Speak with relevant people
- Review records and documentation
- Provide you with a written response including:
- Summary of complaint
- Findings from investigation
- Our response and any actions we'll take
- Information about next steps if you're not satisfied
If we need longer than 15 working days, we'll let you know why and give you a new timescale.
Stage 3: Review (If You're Not Satisfied)
If you're not happy with our response, you can request a review:
- Request must be made within 10 working days of receiving our Stage 2 response
- An independent person (not involved in the original complaint) will review
- You'll receive a final response within 20 working days
WHAT HAPPENS NEXT?
After the investigation, we may:
- Offer an apology if we got something wrong
- Explain what happened and why
- Take action to improve our services
- Provide the outcome you requested (where possible)
We learn from every complaint to improve our services.
SAFEGUARDING COMPLAINTS
If your complaint is about a safeguarding issue (risk to a child or vulnerable adult), we will:
- Treat it as urgent
- Follow our safeguarding procedures
- May need to share information with relevant authorities (police, social services)
- Keep you informed throughout
EXTERNAL REVIEW
If you've completed our complaints process and remain dissatisfied, you can escalate to external bodies:
For General Complaints:
The CIC Regulator
Office of the Regulator of Community Interest Companies
Website: www.gov.uk/government/organisations/office-of-the-regulator-of-community-interest-companies
Email: cicregulator@businessandtrade.gov.uk
For Data Protection Complaints:
Information Commissioner's Office (ICO)
Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF
Phone: 0303 123 1113
Website: www.ico.org.uk
For Safeguarding Concerns:
Bedford Borough Council Safeguarding Team
Phone: 01234 718700
CONFIDENTIALITY
All complaints are handled confidentially. Information will only be shared with:
- Those directly involved in investigating
- Regulatory authorities (if required)
- Safeguarding authorities (if there's risk to a child or vulnerable adult)
NO NEGATIVE CONSEQUENCES
Making a complaint will not affect the service you receive. We will never:
- Treat you differently because you complained
- Withdraw support
- Share your complaint information inappropriately
CONTACT US
Email: info@bakosanctuary.org.uk
Phone: +44 739 5353 283
Post: BAKO Sanctuary CIC, 42 Ashburnham Court, Ashburnham Road, Bedford, MK40 1DY
BAKO Sanctuary Community Interest Company
CIC No. 16897158