# complaints procedure draft

Status: Draft for trustee review.

## Tell us what happened

Use Contact and choose Complaint. Explain what happened, when it happened and what you would like us to consider. Include only relevant information. If the form is unavailable, use the email option on the Contact page. If someone is in immediate danger, call 999; a complaint is not an emergency reporting route.

## Handling your complaint

Proposed procedure for trustee review: the charity should arrange for an appropriate person to review the concern, keep information restricted to those who need it, consider relevant records and explain the outcome. A person involved in the complaint should not decide its outcome alone. If you remain dissatisfied, ask for a review by a trustee who was not involved in the original decision.

## Review before adoption

Draft procedure. The trustees need to confirm the responsible roles, acknowledgement and response times, escalation arrangements and record-retention period. These details will be added once agreed.