Complaints Procedure and Commitment to Fair Resolution

Introduction: This Complaints Procedure sets out a clear and accessible complaint handling framework designed to treat concerns seriously and resolve disputes fairly. The complaint resolution process is intended to be proportionate, transparent and consistent with our values. It applies to all types of complaints about services, conduct, decisions or administrative matters. The complaint handling policy aims to ensure complaints are acknowledged, investigated and concluded within reasonable timeframes while respecting confidentiality and impartiality.

Scope and definitions: For the purposes of this complaints management policy, a complaint means an expression of dissatisfaction made about our services or actions where a response or resolution is explicitly sought. This complaint handling procedure covers informal concerns raised verbally as well as formal written complaints. It excludes matters subject to independent appeals or statutory review unless they also form part of a separate dispute resolution process. The terms complaints process and complaint resolution process are used interchangeably within this document.

Principles that guide the complaints process: Our approach to complaints is built on fairness, accessibility and timeliness. We aim to be responsive and to keep complainants informed. Key principles include: respect for all parties, impartial investigation, proportionate responses, and a commitment to learning from complaints to improve services. The complaints policy promotes clear recordkeeping, regular monitoring and senior oversight of recurring issues to support continuous improvement.

How to make a complaint

Raising a concern: Complaints can be raised by any affected person or their authorised representative. A complaint should state the nature of the concern, the outcome sought and any relevant dates or evidence. The complaint procedure accepts submissions in writing and through established submission channels within the organisation. Complainants will be asked to provide sufficient detail to allow a proper investigation, and assistance will be offered where needed to clarify issues.

Initial assessment and acknowledgement: On receipt, the complaint will be logged and undergo an initial assessment to determine whether it falls within the remit of this complaints handling procedure, whether it is more appropriately dealt with through a different process, or whether urgent action is required. A timely acknowledgement will confirm receipt and outline the next steps. Where possible we will provide an expected timeline for review and response.

Informal resolution and escalation: Many matters are resolved quickly through early, informal intervention by frontline staff. If an informal approach does not deliver an acceptable outcome, the complaint is escalated to a formal review under the complaint handling procedure. Escalation routes and a clear internal chain of responsibility are maintained so complaints are managed by staff who are appropriately trained and independent of the matters complained about.

Investigation and evidence

Investigation process: Formal investigations follow a structured approach: gather relevant information, interview key individuals where appropriate, analyse evidence and determine findings. The complaint investigation seeks to establish facts objectively and to document reasons for decisions reached. Complainants will be informed of any material delays and the reasons for them. The complaints handling procedure emphasises proportionality so that investigations are commensurate with the seriousness and complexity of the allegation.

Outcome, remedies and closure: Once a review is complete, we will provide a clear written outcome that explains the findings and any remedies to be offered, if appropriate. Remedies may include corrective actions, explanations, apologies or changes to administrative practice. Where a complaint is upheld in whole or in part, the complaints resolution policy will identify actions to prevent recurrence. If a complainant remains dissatisfied, the complaint procedure explains available escalation options within the organisation or to an independent reviewer where applicable.

Recordkeeping, confidentiality and learning: Accurate records of complaints, decisions and remedies are maintained to support transparency and accountability. Personal information will be handled in accordance with privacy obligations and only disclosed on a strict need-to-know basis. Aggregate complaint data is analysed to identify trends and opportunities for improvement. The complaints handling framework promotes a culture of learning: patterns of complaints are used to inform training, policy updates and service redesign.

Governance and responsibilities: Responsibility for implementation of the complaint management framework rests with designated senior officers who provide oversight and ensure staff training. Managers are accountable for timely follow-up, and investigators must be independent of the operational area involved. The complaints policy includes escalation thresholds and periodic reporting to senior governance bodies to ensure that systemic issues are addressed and that the complaints handling process remains effective.

Accessibility and support: The complaint handling process is designed to be accessible and free from undue formality. Complainants will not be subject to reprisals for raising legitimate concerns, and reasonable adjustments will be provided where needed to enable participation. The complaint procedure encourages early engagement and offers clear information about what a complainant can expect at each stage.

Continuous improvement: The complaints procedure is regularly reviewed to reflect lessons learned and changes in best practice. Monitoring of complaint patterns, response times and outcomes supports targeted improvements. By ensuring a fair, transparent and effective complaints management process we demonstrate a commitment to accountability and high-quality service delivery, reinforcing trust and the expectation that concerns will be handled seriously and resolved as fairly as possible.