Complaints Policy

Company No. 16143537 | 50 St. Clements Road, Nechells, Birmingham, B7 5AF

Apex Up CIC Complaints Policy 

1 Policy statement 

Apex Up CIC welcomes feedback and takes complaints seriously. We see complaints as a  chance to put things right and to improve what we do. We aim to deal with concerns quickly,  fairly and respectfully, and to learn from them. 

2 Purpose and scope 

This policy explains how anyone — a participant, parent, carer, partner or member of the  public — can raise a concern or complaint about our activities, and how we will respond.  Concerns about a child’s safety are dealt with through our Safeguarding Policy, and concerns  raised by staff or volunteers about serious wrongdoing are dealt with through our  Whistleblowing Policy. 

3 Our principles 

We will treat every complaint fairly and without prejudice, keep it confidential as far as we  reasonably can, respond within clear timescales, and make sure no one is treated badly for  raising a genuine concern. 

4 How to complain 

We hope most concerns can be sorted out quickly and informally by speaking to a coach or  member of staff at the time. If that does not resolve things, a formal complaint can be made in  writing to the Director, Muhammed Zahir, by email at mz@apexup.org or in person. Please  give as much detail as possible, including what happened, when, and what you would like to  see happen. 

5 How we respond 

We will acknowledge a formal complaint within five working days and aim to give a full  response within twenty working days. If we need longer — for example to look into something  complex — we will explain why and keep you informed. We will look into the complaint fairly,  speak to the people involved, and write to you with our findings and any action we will take. 

6 If you are not satisfied 

If you are not happy with our response, you can ask for it to be reviewed by the Board of  Directors, whose decision is final. Where a complaint relates to a matter handled by a funder  or partner, we will tell you how to take it further with them. 

7 Recording, learning and review 

We keep a confidential record of formal complaints and how they were resolved, and we use  what we learn to improve. This policy is reviewed at least annually.

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Apex Up CIC Complaints Policy 

Approval and adoption 

This Complaints Policy has been approved and adopted by the Board of Directors of Apex Up  CIC. It will be reviewed at least every twelve months, and sooner if there is a change in  legislation, national or local guidance, or following any relevant incident or learning. 

Signed on behalf of the Board of Directors of Apex Up CIC: 

Muhammed Zahir 

Director, Apex Up CIC 

Date: 4 June 2026