THE NOBLE HERD EFL & EFP CIC

COMPLAINTS POLICY AND PROCEDURE

Last updated: September 2026

Company Number: 16544722
ICO Registration Number: ZC004771

1. OUR COMMITMENT

The Noble Herd aims to provide safe, respectful and high-quality services.

We welcome feedback and take concerns seriously. A person will not be treated less favourably for making a genuine complaint in good faith.

2. WHO MAY COMPLAIN

A complaint may be made by a participant, parent or guardian, carer, referrer, commissioner, visitor, volunteer, partner organisation or another person directly affected by our service.

A representative may complain on someone’s behalf with appropriate authority, unless safeguarding or capacity considerations require a different approach.

3. WHAT THIS PROCEDURE COVERS

This procedure covers concerns about our service, conduct, communication, accessibility, safety, decisions or administration.

Safeguarding concerns are managed under our safeguarding procedures and may need to be referred immediately to the appropriate authority.

Data-protection concerns may also be considered under our Data Protection Policy.

4. HOW TO RAISE A CONCERN

Where you feel comfortable, please raise the matter promptly with the facilitator concerned, as many issues can be resolved informally.

You may also make a formal complaint by emailing kate@thenobleherd.co.uk with the subject line “Complaint”, or by writing to:

The Noble Herd EFL & EFP CIC
Manufactory House
Bell Lane
Hertford
Hertfordshire
SG14 1BP

Please include:

• Your name and contact details.

• What happened and when.

• Who was involved.

• How it affected you.

• Any steps already taken.

• What outcome you are seeking.

We will make reasonable adjustments to help someone provide a complaint in another format.

5. OUR COMPLAINTS PROCESS

1. Acknowledgement

We will normally acknowledge a formal complaint within five working days.

2. Review

A director or suitable person who is sufficiently independent of the matter will review the complaint, relevant records and any response from people involved.

3. Response

We aim to provide a written outcome within 20 working days. If more time is needed, we will explain why and give a revised date.

4. Review request

If you remain dissatisfied, you may request a review within 10 working days, explaining what you believe was not properly considered.

Where possible, the review will be conducted by another director or an appropriately independent person.

5. Final response

We will provide the outcome of the review and identify any appropriate external route that may be available.

6. COMPLAINTS INVOLVING A DIRECTOR OR FACILITATOR

A complaint will not be investigated solely by the person whose conduct is in question.

Where a complaint concerns the founder or both directors, we will appoint a suitably independent person to review it.

Where a visiting facilitator or partner organisation is involved, we may share the relevant parts of the complaint with them and agree which organisation should lead the response.

7. SAFEGUARDING, IMMEDIATE DANGER AND CRIMINAL MATTERS

If a complaint indicates that a child or adult may be at risk, our Designated Safeguarding Lead will be informed and safeguarding procedures will take priority.

We cannot promise confidentiality where information must be shared to protect someone.

Immediate danger should be reported to the emergency services on 999.

Suspected criminal conduct may be referred to the police.

8. CONFIDENTIALITY AND RECORDS

Complaints are handled as confidentially as reasonably possible.

Information is shared only with those who need it to review the matter, respond fairly, meet safeguarding responsibilities or obtain professional advice.

Complaint records are stored securely and normally retained for six years after closure, or longer where safeguarding, insurance or legal requirements apply.

9. POSSIBLE OUTCOMES

Outcomes may include:

• An explanation.

• An apology.

• A practical remedy.

• A refund where appropriate.

• A change to a procedure.

• Additional training.

• Mediation.

• Referral under another policy.

• A finding that the complaint is not upheld.

We will record learning and monitor agreed actions.

10. UNREASONABLE OR PERSISTENT BEHAVIOUR

We will make reasonable efforts to resolve complaints and will not label someone unreasonable merely because they are persistent or distressed.

We may set proportionate communication boundaries where behaviour becomes abusive, threatening, discriminatory or seriously disruptive.

Any such decision will be explained and will not prevent new substantive information from being considered.

11. EXTERNAL ROUTES

Depending on the issue, a complainant may also contact:

• The organisation that commissioned or referred them to the service.

• The police or local safeguarding authority.

• The relevant professional body.

• The Information Commissioner’s Office for data-protection matters.

We will identify any known relevant route in our final response.

Using this procedure does not remove any legal rights.

12. MONITORING AND REVIEW

The directors review complaints and resulting actions to identify learning and improve services.

This policy will be reviewed annually or sooner following a significant complaint or a relevant change in law, guidance or organisational practice.