top of page

Lemon Aid CIC – Complaints Policy

1. Purpose

Lemon Aid CIC is committed to providing a high standard of service to all members of our community. We value feedback and take complaints seriously, using them as an opportunity to improve our services.

2. What is a Complaint?

A complaint is any expression of dissatisfaction about:

  • Our services or support

  • The behaviour of staff or volunteers

  • The quality of items or facilities

  • Any aspect of how Lemon Aid operates

3. How to Make a Complaint

You can make a complaint in the following ways:

  • In person: At our shop or support hub

  • By email: lemonaidiow@gmail.com

  • By phone: 07792 218367

  • In writing: Lemon Aid CIC, 138 High Street, Ryde

We aim to make this process as simple and accessible as possible.

4. What Information to Include

To help us resolve your complaint quickly, please include:

  • Your name and contact details

  • A clear description of the issue

  • Date and time (if relevant)

  • Any action you would like us to take

5. How We Handle Complaints

  • We will acknowledge your complaint within 3 working days

  • We will investigate the issue fairly and confidentially

  • We aim to provide a full response within 10 working days

If more time is needed, we will keep you informed.

6. Outcomes

Following our investigation, we may:

  • Offer an explanation or apology

  • Take action to improve our services

  • Provide an appropriate resolution where possible

7. Escalation

If you are not satisfied with the response, you may request a review by a senior representative within Lemon Aid CIC.

8. Safeguarding

Lemon Aid CIC takes safeguarding seriously and is committed to protecting the wellbeing of all individuals who access our services.

If your concern relates to the safety or wellbeing of a child or vulnerable adult, this will be treated as a safeguarding matter and may be prioritised and handled outside of the standard complaints process.

Where appropriate, safeguarding concerns may be referred to relevant external agencies, including local safeguarding teams or emergency services.

If you believe someone is at immediate risk, please contact 999.

9. Confidentiality

All complaints will be handled sensitively and in confidence. Information will only be shared where necessary to investigate the issue or where safeguarding concerns require it.

10. Learning and Improvement

We use complaints as a way to:

  • Improve our services

  • Support staff and volunteers

  • Ensure we continue to meet the needs of our community

11. Contact Details

Lemon Aid CIC
138 High Street, Ryde
Email: lemonaidiow@gmail.com
Phone: 07792 218367

bottom of page