Complaints & Concerns
How to raise an issue properly.
D’Key Civic aims to deal with concerns fairly, proportionately and without unnecessary friction. This page explains the route for complaints, conduct concerns and matters that may also have a safeguarding element.
How concerns are handled
- Concerns should be recorded clearly and reviewed by the responsible leadership contact.
- Where appropriate, the concern will be acknowledged and an initial response issued within a reasonable timeframe.
- Matters involving safety, children, vulnerable adults, harassment or boundary breaches will be treated with higher priority.
- D’Key Civic may keep a proportionate record of the issue, any actions taken and the eventual outcome.
Where safeguarding may apply
If a complaint also involves risk of harm, inappropriate contact with a child or vulnerable adult, coercive behaviour, or a serious boundary issue, it should be treated as a safeguarding matter and escalated through the safeguarding route as well.
What to include when contacting us
- your name and contact details, unless there is a good reason not to provide them;
- what happened, where and when;
- who was involved or witnessed the issue, if known;
- what outcome or action you are seeking; and
- whether there is any immediate safety concern.