Handling Complaints
How to raise a concern or complaint, and how we respond.
Purpose
Provide a clear, fair process for complaints from beneficiaries (incl. people in custody/community), the public, partners and funders.
Accessibility
Accept complaints verbally, in writing, phone, email, web, and — for prison-based services — via prison channels where required.
Stages
(1) Frontline resolution (target: 5 working days). (2) Formal investigation by an independent manager (target: 20 working days). (3) Appeal to a senior manager/trustee panel.
Safeguarding / Fraud
Concerns indicating risk or crime are escalated immediately to safeguarding/fraud procedures and may trigger SIRs.
External routes
If unresolved or out of scope: Fundraising complaints → Fundraising Regulator; regulatory concerns → Charity Commission; issues about prisons/probation services → follow local process and, if needed, Prisons & Probation Ombudsman.
Fairness
No victimisation; reasonable adjustments; interpreters on request.
Learning
Track themes/actions; report trends to trustees and in annual report.
Data
Record and retain proportionately per our Data Protection Policy.
Sign-posting for people in prison
Support use of COMP1/appeal routes where appropriate.
Review
Annual