Complaints procedure
General complaints
How to Complain
Informal Process
Where possible concerns should be resolved informally in the first instance. Please contact us using the details below. Upon receipt of your complaint, a manager will contact you to discuss the matter with you.
A complaint may be handled informally where:
- There is an agreed way forward to resolve the problem within 10 working days, and / or
- A formal investigation is not required.
Formal Procedure
If your concern cannot be resolved informally or is of a serious or complex nature, you may submit a formal complaint.
You should:
- Put your complaint in writing
- Clearly describe what you are complaining about.
- Explain why you think the organisation is at fault
- State the outcome you are seeking
Formal complaints will be considered by a senior manager who had had no prior involvement in the matter.
We will:
- Acknowledge receipt of your complaint
- Outline the process and provide an estimated timeframe
- Keep you informed where appropriate
Once a decision has been made, you will receive a written response setting out:
- The outcome of the complaint in writing.
- Any actions to be taken (If upheld), or
- The reason for the decision (if not upheld)
Please note: due to data protection legislation and confidentiality, where a complaint involves staff disciplinary matters, we may only confirm that appropriate action has been taken in line with internal procedures
Who to complain to?
You should raise your concern in writing with either:
Head of HR – Denise Ambrose
Safeguarding Lead – Rob Greensmith
Chief Operating Officer – Sam Crawford
View full complaints procedure