Who can use this procedure
Anyone affected by Branches of Safety—including a participant, family member, partner, volunteer or member of the public—will be able to complain about conduct, communication, accessibility, boundaries, discrimination, privacy or the standard of a service. Someone may complain with support or through a representative where authority is clear.
What this procedure cannot decide
It cannot overturn a court, local-authority, Cafcass, police, health or other agency decision. Concerns about another organisation should normally go through that organisation’s own process. We may signpost, but we will not investigate other professionals.
How complaints will be handled
- Raise the concern.Tell us what happened, when, who was involved and what would help put it right. Accessible formats and reasonable adjustments will be offered.
- Acknowledgement.We aim to acknowledge within five working days, identify who will respond and explain any immediate safety action.
- Stage one response.A person not directly complained about will review the available information and aim to respond within twenty working days.
- Review.If the person remains dissatisfied, an uninvolved governing person will review process, fairness and evidence. The aim is a response within a further twenty working days.
- Learning and closure.The outcome, remedy, learning and any policy or training action will be recorded. Relevant external routes will be explained.
Fairness and safety
- No retaliation or reduction in support because someone complained in good faith
- Conflicts of interest declared and managed
- Information shared only with people who need it to respond
- Safeguarding, criminal, whistleblowing or data-breach issues separated and escalated promptly
- Vexatious or abusive behaviour managed proportionately without labelling a valid complaint as difficult
Possible remedies
An explanation, apology, correction, repeat service, boundary change, staff or volunteer action, training, policy change or referral to another process. An apology is not a rare mineral; where we got something wrong, we should say so plainly.
External routes
Depending on future structure and issue, a person may be able to contact the Information Commissioner, Charity Commission, Fundraising Regulator, police or another appropriate body. GOV.UK guidance on complaints about charities.