Purpose
The purpose of this policy is to provide a clear, fair and transparent procedure for raising, investigating and resolving complaints relating to the services provided by Beyond Words CIC.
Beyond Words values feedback from children, parents, carers, employees, schools, partner organisations and members of the community. Feedback, including complaints, helps us to improve the quality, safety and effectiveness of our services.
we listening to concerns, responding promptly and treating everyone with dignity, respect and fairness throughout the complaints process.
Legal and Professional Framework
This policy has been developed in accordance with relevant legislation and recognised guidance, including but not limited to:
- Children Act 1989
- Children Act 2004
- Equality Act 2010
- Health and Safety at Work etc. Act 1974
- UK General Data Protection Regulation (UK GDPR)
- Data Protection Act 2018
- Working Together to Safeguard Children (2025)
Beyond Words will review this policy regularly to ensure it reflects current legislation, guidance and best practice.
Scope
This policy applies to complaints made by:
- parents and carers
- children (where appropriate)
- employees
- schools and educational settings
- professionals
- partner organisations
- members of the public
This policy applies to complaints relating to:
- the delivery of Summer Club services
- employee conduct
- communication
- health and safety
- inclusion
- safeguarding practice (unless managed under safeguarding procedures)
- organisational procedures
This policy should be read alongside the organisation's:
Our Commitment
Beyond Words is committed to:
- listening respectfully to concerns
- responding promptly and fairly
- investigating complaints objectively
- maintaining confidentiality where appropriate
- keeping complainants informed throughout the process
- learning from complaints to improve our services
- ensuring that no individual is treated unfairly for raising a genuine concern
We encourage concerns to be raised as early as possible so that issues can be resolved quickly and positively.
Roles and Responsibilities
- Founder & Director The Founder & Director is responsible for:
- receiving and managing complaints
- ensuring complaints are investigated fairly and without bias
- communicating outcomes to the complainant
- maintaining confidential complaint records
- identifying improvements arising from complaints
- ensuring complainants are kept informed of progress where investigations are delayed
- ensuring complaints involving safeguarding are managed in accordance with the Safeguarding & Child Protection Policy
- maintaining a confidential complaints log
- reviewing this policy regularly
- Employees Employees are responsible for:
- treating concerns respectfully
- attempting to resolve minor concerns promptly where appropriate
- reporting complaints to the Founder & Director
- cooperating fully with any investigation
- maintaining confidentiality throughout the complaints process
Employees must never dismiss, ignore or respond defensively to a complaint. Employees must refer any complaint that they are unable to resolve informally to the Founder & Director without unnecessary delay.
Informal Resolution
Beyond Words encourages concerns to be raised as soon as possible so they can be resolved quickly and informally where appropriate.
Many concerns can be addressed through open, respectful discussion between the parent, carer or other individual and the relevant employee or the Founder & Director.
During the informal stage, Beyond Words will:
- listen carefully to the concern
- seek to understand the issue fully
- respond respectfully and professionally
- clarify any misunderstandings
- agree appropriate actions where possible
- aim to resolve the concern promptly
Where a concern cannot be resolved informally, or where the matter is more serious, a formal complaint may be made. Where a concern raises safeguarding issues or indicates that a child may be at risk of harm, it will not be managed solely through the complaints procedure and will be dealt with in accordance with the Safeguarding & Child Protection Policy.
Formal Complaints Procedure
- Making a Complaint A formal complaint should normally be made in writing to the Founder & Director
Where this is not possible, Beyond Words will provide reasonable support to enable the complaint to be recorded.
The complaint should include, where possible:
- the complainant's name and contact details
- a clear description of the concern
- relevant dates or times
- any supporting information
- the outcome the complainant is seeking
- Investigating a Complaint The Founder & Director will:
- acknowledge receipt of the complaint
- review the information provided
- gather relevant evidence
- speak to individuals involved where appropriate
- consider organisational records and policies
- reach a fair and balanced conclusion
Investigations will be conducted impartially and with respect for everyone involved. The Founder & Director may seek advice from relevant professionals where appropriate.
- Responding to the Complaint Following the investigation, the complainant will receive a response explaining:
- the findings of the investigation
- any actions taken or proposed
- any improvements identified where appropriate
- whether the complaint has been upheld, partially upheld or not upheld
Where confidentiality prevents specific information from being shared, this will be explained to the complainant.
Timescales
Beyond Words aims to manage complaints promptly.
Where reasonably practicable:
- complaints will be acknowledged within 5 working days
- investigations will begin as soon as possible
- a written outcome will normally be provided within 20 working days
If additional time is required due to the complexity of the complaint or other exceptional circumstances, the complainant will be informed and provided with an updated timescale.
Record Keeping and Confidentiality
All complaints will be:
- recorded accurately
- handled confidentially
- stored securely
- retained in accordance with the Data Protection & Confidentiality Policy
Complaint records will include:
- the nature of the complaint
- actions taken
- correspondence
- investigation findings
- outcomes
- any improvements implemented
Information will only be shared with individuals who have a legitimate need to know. Complaint records will be retained in accordance with the organisation's Record Retention Schedule and Data Protection & Confidentiality Policy.
Learning from Complaints
Beyond Words views complaints as an opportunity to improve the quality of its services.
Following a complaint, the Founder & Director will consider whether improvements are required to:
- policies
- procedures
- employee training
- communication
- risk assessments
- service delivery
Where appropriate, lessons learned will be shared with employees to support continuous improvement. Where appropriate, improvements will be monitored to ensure they have been implemented effectively.
Monitoring and Review
The Founder & Director is responsible for implementing, monitoring and reviewing this policy through:
- reviewing complaint records
- identifying recurring themes or trends
- monitoring response times
- reviewing improvements made following complaints
- identifying training needs
- updating procedures where appropriate
This policy will be reviewed annually or sooner if legislation, guidance or organisational practice changes.