Complaints Procedure and Resolution Policy
Our Complaints Procedure establishes a clear, impartial and timely approach for managing concerns and disputes. This complaints process sets out the purpose, scope and stages for raising and resolving an issue, and is designed to promote fairness, transparency and respect for all parties involved. The procedure explains how matters are logged, who will manage the review, expected timescales, and the types of resolution that may be offered. It applies across operations and supports continuous improvement of services.
We aim to make the complaint submission process accessible and proportionate. Anyone may raise an issue verbally or in writing, and confidentiality will be maintained as far as is reasonable while allowing for a full investigation. Complaints are recorded with a unique reference, assigned to an investigator with appropriate experience, and tracked to ensure progress. The procedure also describes circumstances where issues are outside scope and where alternative mechanisms or referrals may be appropriate.
Scope, Principles and Objectives
The complaint handling procedure is guided by the principles of fairness, promptness, confidentiality and objectivity. The primary objectives are to resolve matters effectively, remedy harm where reasonable, and learn from issues to prevent recurrence. Complaints that raise safety or regulatory concerns will be escalated for urgent review. Decisions are evidence-based and proportionate to the nature and severity of the concern. Records are retained to enable monitoring and to support organisational learning.Acknowledgement and Initial Assessment
On receipt of a complaint we will provide an acknowledgement that sets out the complaint reference and an expected timeframe for a substantive response. An initial assessment determines whether the issue falls within the complaint resolution policy, whether local resolution is possible, or whether a formal investigation is required. This stage also identifies any immediate actions needed to mitigate risk and secures relevant records and witness statements to preserve evidence.
The investigation stage involves a structured review of facts and circumstances: gathering documents, interviewing involved persons, and reviewing policies or procedures that relate to the matter. Investigators will avoid conflicts of interest and ensure that inquiries are conducted with transparency. Progress updates are communicated at appropriate intervals, and extensions to published timescales will be explained where necessary. The investigation aims to be thorough while avoiding unnecessary delay.
Once conclusions are reached, a written outcome is prepared which explains findings and the basis for decisions. If the complaint is upheld in whole or in part, remedies may include corrective action, changes to processes, or a clear explanation and apology where appropriate. Outcomes will also identify any systemic issues uncovered and recommend actions to prevent similar problems, supporting a constructive response rather than merely assigning blame.
Appeal and escalation mechanisms are available if a party is not satisfied with the initial outcome. A formal review will be conducted by a senior, impartial reviewer who was not involved in the original investigation. The appeal review will reconsider the evidence and the decision-making process and may affirm, amend or overturn the original outcome. Typical steps in the complaint escalation and review path include:
- Acknowledgment — confirming receipt and outlining steps;
- Investigation — gathering and assessing evidence;
- Outcome — communicating findings and remedies;
- Review — independent re-evaluation on appeal.
Record-keeping, Confidentiality and Data Handling are key components of any robust complaint resolution process. Records will document the complaint details, investigation activities, correspondence and final outcomes. Appropriate safeguards are applied to protect personal information and to limit access to those directly involved in resolving the matter. Records are retained for a defined period to support accountability, audits and improvement activities, and disclosures are handled in line with applicable data handling expectations.
Monitoring, Reporting and Continuous Improvement ensure that the complaints policy delivers meaningful change. Trends and root causes are regularly reviewed to identify recurring issues and training needs. Anonymized data is used internally to inform policy updates, staff development and process redesign. The organisation is committed to learning from complaints, strengthening systems, and demonstrating a consistent approach to dispute resolution that upholds fairness and restores confidence where service shortcomings have been identified.
