Complaints Procedure

Purpose and scope. This complaints procedure sets out the standards and steps we follow when handling concerns and formal complaints from anyone affected by our services. It describes the complaint process, the principles that guide our handling of issues, and the types of outcomes we may offer. The policy applies to all reported incidents and excludes guidance content or feedback channels that are not formal complaints.

Who may raise a complaint. Any individual or authorised representative who believes they have been adversely affected may submit a complaint under this complaint process. The procedure covers matters of service delivery, conduct, and procedural failings. We handle each issue impartially and will not refuse a complaint on the basis of its origin where it falls within our remit.

Principles of handling complaints: complaints will be dealt with in a manner that is fair, timely and proportionate. We adopt an approach that is transparent, evidenced by written acknowledgements, clear timelines and documented outcomes. Confidentiality is maintained throughout, subject to lawful disclosure obligations, and we make reasonable adjustments to ensure accessibility.

How to make a complaint

Initial submission. To begin the complaint procedure, a clear statement of the issue and the desired resolution should be provided. Complainants should include relevant dates, names and any supporting information. We will issue an acknowledgement and outline the next steps and expected timescales. In most cases we will provide an initial response within a set period, while complex matters may require additional time.

Assessment and allocation. Once received, the complaint is assessed to determine its category and who will lead the investigation. The allocation step ensures the complaint is handled under the correct complaint policy and escalated where necessary to a senior reviewer or a separate review panel within our organisation. This phase includes checks for duplication, jurisdiction and whether the concern requires immediate action.

Investigation and fact-finding. The investigation stage gathers relevant records, interviews any involved parties and evaluates evidence against policy and applicable standards. Findings are documented and a provisional view is prepared. Where appropriate, we may propose interim remedies while the formal complaint investigation continues, ensuring that immediate risks are addressed without prejudicing the final outcome.

Decision, outcomes and remedies

The decision will explain findings and the reasons for accepting or rejecting aspects of the complaint. Outcomes can include apology, explanation, corrective action, amendment of records, or process changes. Our aim is to provide proportionate remedies that address the substance of the complaint. Where timescales are extended, a progress update will be provided to the complainant.

Formal complaint procedure closure is confirmed in writing with a summary of conclusions and any actions taken. The record of the complaint will note whether the matter is considered resolved, partially resolved or closed for other reasons such as withdrawal. Closure communications will also outline avenues for further review within the organisation if relevant.

We maintain a complaints register and retain documentation for a defined period to support quality assurance, legal compliance and learning. Records are used to identify trends and to inform improvements to policy and operational practices. Data retention is consistent with privacy obligations and only necessary information is kept.

Escalation and external review. When the internal complaint process has been exhausted or where independent scrutiny is warranted, a complainant may ask for a higher-level review following our internal escalation protocols. This escalation stage outlines who will reconsider the case and the timeframes for a secondary review. Such review panels aim to test the robustness and fairness of the original decision.

Managing unreasonable behaviour: Where complaints are repeated, manifestly vexatious or abusive, we will apply proportionate safeguards to protect staff and resources. This may include limiting contact methods or placing time-limited restrictions on further correspondence while preserving the right to pursue substantive complaints through defined review routes.

Accessibility, withdrawal and continuous improvement. We are committed to ensuring the complaint handling process is accessible and responsive. Complainants may withdraw a complaint at any time; withdrawal is recorded and the case closed accordingly. All completed cases contribute to organisational learning through regular audits, training and policy updates so that our complaints policy and customer complaints procedure evolve to reduce future incidents.