Governance, Accountability & Complaints
Good work needs good governance. Our Advisory Governance Board provides independent oversight, strategic challenge, and assurance — making sure we stay accountable to the young people, families, and communities we serve. This page also explains how to raise a concern or make a complaint.
Governance
What our Governance Board does
Directional's Advisory Governance Board exists to provide independent oversight of the organisation's work. The board is advisory, not operational — it does not run day-to-day services, but it does hold leadership to account for how those services are delivered.
Board members bring external expertise and an independent perspective. They ask difficult questions, review how risks are being managed, and make sure that safeguarding, quality, and accountability remain central to everything we do.
The board helps ensure that Directional's leadership is challenged constructively, that governance keeps pace with growth, and that the organisation continues to earn the trust placed in it by schools, families, and commissioners.
Safeguarding
Safeguarding and accountability
Safeguarding is not something we delegate to governance — it is embedded in every part of how Directional works. But the Governance Board plays a vital role in making sure safeguarding standards are maintained, reviewed, and challenged independently.
The board reviews safeguarding policy, monitors how concerns are handled, and ensures that the organisation's leadership is held to account for the safety and welfare of every young person we work with.
This is not a tick-box exercise. It is a genuine commitment to ensuring that independent eyes are on the things that matter most.
Immediate safeguarding concerns
If you have an immediate concern about a young person's safety, do not wait for a complaints process. Contact our safeguarding team directly.
Go to safeguardingOur board
Our Governance Board
Our board provides governance, safeguarding oversight, and strategic direction. Trustees bring backgrounds in education, safeguarding, finance, and lived experience of the communities we serve.
Board members serve in an advisory capacity. They are not employees, directors, or trustees of Directional CIC.
Complaints
Raising a concern or complaint
We take all concerns and complaints seriously. If something is not right, we want to know — and we will respond properly.
Most concerns can be resolved quickly by contacting us directly. We ask that you start there in the first instance before using the formal process below.
Contact us first
For general concerns, complaints, or feedback, please contact us through our main enquiries route. We aim to acknowledge all complaints within two working days.
Email: admin@directionalcic.org
Phone: 07949 212 583
Process
Our complaints process
We follow a clear, four-stage process so that every concern is heard, investigated, and responded to properly.
Contact Directional first
Raise your concern directly with us by email or through our contact form. We aim to acknowledge all complaints within two working days.
Internal review and response
We will investigate your concern, speak with the relevant people, and provide a written response within ten working days where possible.
Escalation if unresolved
If you are not satisfied with our response, you can ask for a senior review. We will re-examine the matter and respond within a further ten working days.
Governance escalation
If the matter remains unresolved after the internal process, you can escalate it to our Advisory Governance Board via the governance contact below.
Escalation
Governance escalation contact
If you have followed the complaints process above and feel your concern has not been resolved satisfactorily, you can escalate the matter to our Advisory Governance Board via the contact below.
Governance contact
General contact: admin@directionalcic.org
Governance escalation: governance@directionalcic.org
Please note: the governance route is for unresolved complaints only. New concerns should always be raised with Directional first.
Submit a complaint
Complaints form
Use this form to submit a formal complaint. We will acknowledge your complaint within two working days and aim to provide a full response within ten working days.