Complaints Policy

Last updated June 2026

Feedback and Concerns

Made Visible CIC welcomes feedback about our projects, website and activities.

Feedback helps us learn, improve and ensure our work remains useful, accessible and community-focused.

If you have a concern, we encourage you to contact us so we can understand the issue and, where possible, put things right.

How to Make a Complaint

You can submit a complaint using our online complaints form.

Please include:

  • Your name

  • Contact details

  • A description of the issue

  • Relevant dates or information

  • Any steps already taken to resolve the matter

Providing as much information as possible will help us investigate your concerns fairly.

What Happens Next?

Acknowledgement

We aim to acknowledge complaints within 10 working days.

Review

We will review the information provided and may contact you if further information is required.

Response

We aim to provide a full response within 28 days.

If the complaint is complex and requires more time, we will keep you informed of progress.

Informal Resolution

Where appropriate, we may suggest an informal discussion by telephone or video call to better understand the issue and explore possible resolutions.

Participation is entirely voluntary.

Respectful Communication

Made Visible CIC is committed to treating everyone with dignity and respect.

We ask that anyone contacting us does the same.

We will not tolerate abusive, threatening, discriminatory or harassing behaviour towards staff, volunteers, partners or anyone involved in our activities.

In serious cases, we may limit communication to written correspondence or decline to engage further, except where required by law.

Escalating a Complaint

If you remain dissatisfied after receiving our response, you may seek independent advice or contact any relevant regulator, funder or public body where appropriate.

Learning and Improvement

We take complaints seriously and use them as opportunities to improve our policies, projects and practices wherever possible.

Complaints Form

Please note: This form is for concerns relating to Made Visible CIC's activities, services, projects or communications. If your feedback relates to social media content, please include a link to the relevant post where possible.