Complaints Policy

Complaints Procedure



  1. Introduction

Caudwell Children is committed to providing a quality service working in an open and accountable way that builds the trust and respect of all our stakeholders. We acknowledge that there maybe occasions when people may not be happy with an aspect of our provision. One of the ways in which we can continue to provide our services is by listening and responding to the views of all the organisations and individuals, and in particular by responding positively to complaints or concerns.


  1. Purpose and Scope

This policy sets out the procedures; we will follow when we receive a complaint. It does not address complaints made by staff or volunteers nor job applicants.

Our policy covers complaints about:

  • the standard of service we provide, and
  • the behaviour of our staff.


  1. Intended Outcome

We aim to ensure that:

  • Making a complaint as easy as possible;
  • We deal with all complaints promptly, politely and confidentially;
  • We respond with a full explanation, and information on the action taken;
  • We respond in the right way – for example, with an explanation, or an apology where we have got things wrong, or information on any action taken etc;
  • We learn from complaints, use them to improve our service, and review annually our complaints policy and procedures.


  1. What is a complaint?

A complaint is an expression of dissatisfaction, whether justified or not.

  • What is a concern?

A concern is an expression of dissatisfaction whether justified or not.  Concerns do not require the same process as a complaint although they will be recorded for monitoring purposes and will be investigated to reach an acceptable outcome.  Should it not be possible to reach an acceptable outcome, the concern will be escalated to a complaint, which will be dealt with under this policy.


  1. Our standards for handling Complaints
  • We treat all complaints seriously, whether they are made by telephone, by letter, by fax, or by email.
  • You will be treated with courtesy and fairness at all times. We would hope, too, that you will be courteous and fair in your dealings with our staff at all times.
  • We will treat your complaint in confidence.
  • We will not treat you less favourably than anyone else because of your:
    • sex or marital status: this includes family status, responsibility for dependants, and gender (including gender reassignment, whether proposed, commenced or completed), marriage and civil partnership
    • pregnancy and maternity
    • sexual orientation
    • colour or race: this includes ethnic or national origin or nationality
    • disability
    • religious or political beliefs, or trade union affiliation, or
    • other unjustifiable factors, for example language difficulties or age.


  1. How to Complain

You can make a complaint to the addresses in section 11 below in a number of ways:

  • By telephone
  • By email
  • In writing or letter
  • By fax
  1. The Stages of the Complaints Procedure

An informal approach is appropriate when it can be achieved. But if the complaint cannot be satisfactorily resolved informally, then the two-stage formal complaints procedure should be followed.

At each stage it will help us to resolve your complaint quickly if you can give us as much clear detail as possible, including any documents and correspondence and stating that you are making a complaint in line with our procedure.

7.1       Informal Complaints Procedure

We recognise that many complaints will be raised informally, and dealt with quickly. Our aims are to:

  • resolve informal complaints quickly;
  • keep matters low-key;
  • enable mediation between the complainant and the individual to whom the complaint has been referred.

You can make your complaint to the member of staff concerned, using the methods outlined in section 6 of this procedure.

We will listen to the complaint and apologise if necessary and try to agree a solution with you. We aim to handle the complaint to your satisfaction immediately. If there will be a delay in responding to your complaint you will be informed and we aim to reply as quick as possible in writing. If you remain dissatisfied with our repose you should use the formal procedure.

7.2       Formal Complaints Procedure

 Stage 1

If you are unable to resolve the issue informally, you should write to The Service Manager. If your complaint concerns a Trustee, rather than a member of staff, you should write formally to the individual concerned. In your letter you should set out the details of your complaint, the consequences for you as a result, and the remedy you are seeking.

Stage 2

If you are not satisfied with the initial response to the complaint then you can write to the Chief Executive Officer and ask for your complaint and the response to be reviewed. You can expect the Chief Executive Officer to acknowledge your request within 4 working days of receipt and a response within 28 days.

  1. Recording and Monitoring Complaints

All complaints will be recorded and kept on file, including those dealt with informally during the preliminary stage. All complaints shall be treated with regard to the Confidentiality Policy. Caudwell Children will compile a report once a year summarising the nature of the complaints received and how they were resolved.


  1. Ensuring the Effectiveness of the Procedures

Existing and new workers will be introduced to the complaints procedure via induction and training. The procedure will be reviewed annually and amendments will be proposed and agreed by the Management Committee.

  1. Timescales for handling a Complaint

Stage 1 – Acknowledgement within 4 working days, a full response within 28 days.

Stage 2 – Acknowledgement within 4 working days, a full response within 28 days.

 10.1     Extending time limits

Caudwell Children aims to resolve all matters as quickly as possible. However, inevitably some issues will be more complex and therefore may require longer to be fully investigated.

Consequently timescales given for handling and responding to complaints are indicative. If a matter requires more detailed investigation, you will receive an interim response describing what is being done to deal with the matter, and when a full reply can be expected and from whom.

Following any stage of the procedure, a complainant has a maximum of 28 days from the date of the final response to request that their complaint be progressed to the next stage.

 10.2     If you remain dissatisfied

If having followed the two stages of our complaints procedure you still remain dissatisfied, you can ask to have your complaint reviewed externally by someone who does not work for Caudwell Children.

You should contact the Charity Commission, the independent regulator for charities in England and Wales, who will consider the issue reported and take a view as to whether they are best placed to deal with the matter and look at the most appropriate form of action in the circumstances.

  1. Contact Details

The Service Manager

Caudwell Children

Minton Hollins Building

Shelton Old Road

Stoke on Trent



Contact Number: 0345 3001348

Fax: 01782 600639



Chief Executive Officer

Caudwell Children

Minton Hollins Building

Shelton Old Road

Stoke on Trent



Contact Number: 01782 433 932



Private & Confidential


Caudwell Children

Minton Hollins Building

Shelton Old Road

Stoke on Trent



Charity Commission

Charity Commission First Contact

PO Box 1227


L69 3UG

Contact number: 0345 300 0218

Pin It on Pinterest

Share This