Complaints and Feedback at Lakota Hub C.I.C.

Your Voice Matters. We're Here to Listen.

At Lakota Hub C.I.C. in Stockton-on-Tees, we are committed to providing welcoming, supportive and high-quality services.

We value feedback from everyone who uses or works with our organisation, including children, young people, parents, carers, learners, volunteers and community members.

We understand that sometimes things may not go as expected. When concerns arise, we aim to listen, respond fairly and find practical solutions.

How to Raise a Concern or Complaint

We encourage you to speak with a member of our team if something is worrying you. Many concerns can be resolved quickly through an informal conversation.

However, you can make a formal complaint at any time. You do not have to try informal resolution first.

Complaints can be made in person, by telephone, email or in writing. We can also provide appropriate support or reasonable adjustments to help you raise your concerns.

Contact us:

Email: paul@lakota.org.uk
Telephone: 01642 378245

Address:
Lakota Hub C.I.C.
6B–7B Castlegate Quay
Riverside
Stockton-on-Tees
TS18 3BB

What Happens Next?

We aim to handle every complaint fairly, respectfully and confidentially, as far as reasonably possible.

For formal complaints, we will acknowledge receipt within 5 working days and aim to provide a written response within 15 working days.

If you are unhappy with the outcome, you can request an appeal within 10 working days of receiving our decision. We will normally provide a final written response within 15 working days of receiving your appeal.

Where a complaint involves safeguarding or an immediate safety concern, we will follow the appropriate procedures without delay.

Learning and Improving Together

We take all complaints seriously and believe feedback helps us improve our services.

No one will be treated unfairly simply for raising a genuine concern. We also aim to ensure that children, young people and people with additional communication or support needs can make their voices heard.

By listening, responding and learning, we can continue building a positive and supportive environment for everyone.

 

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