What counts as a complaint
Dissatisfaction with conduct, communication, access, a decision process, programme delivery, discrimination, privacy, partner behaviour or failure to meet a stated standard.
Intake and acknowledgement
Record the issue, desired resolution, safety or safeguarding concerns, accessibility needs, conflicts and preferred communication. Acknowledge receipt and explain the next stage.
Review
Assign a reviewer without a material conflict, gather relevant records, allow affected parties to respond, protect sensitive information and document findings.
Outcome and escalation
Communicate the decision, reasons, corrective action, timelines and any internal appeal or external escalation route.
Learning
Track themes, overdue cases, repeat issues, accessibility barriers and corrective-action completion without exposing complainants publicly.