Complaints Policy

Overview

Policy Statement

Beyond Barriers Pathways CIC is committed to providing a safe, supportive, professional and high-quality provision for all young people, families, staff, commissioners, employers and partner agencies.

We value feedback and recognise that concerns or complaints provide an opportunity to reflect, improve practice and strengthen relationships. We aim to resolve concerns quickly, fairly and respectfully through open communication and restorative approaches wherever possible.

All complaints will be taken seriously and handled sensitively, confidentially and in line with safeguarding and data protection requirements.

  1. Purpose

The purpose of this policy is to:

  • Provide a clear procedure for raising concerns or complaints.
  • Ensure complaints are handled fairly, consistently and promptly.
  • Promote positive resolution and continuous improvement.
  • Protect the rights and wellbeing of all individuals involved.
  • Ensure safeguarding concerns are responded to appropriately.
  1. Scope

This policy applies to complaints made by:

  • Young people
  • Parents/carers
  • Commissioners
  • Staff and volunteers
  • Employers and placement providers
  • External agencies
  • Members of the public

Complaints may relate to:

  • Staff conduct
  • Provision delivery
  • Safeguarding
  • Communication
  • Behaviour management
  • Health and safety
  • Equality and inclusion
  • Placements or community activities
  • Quality of support provided
  1. Principles

Beyond Barriers CIC will ensure that:

  • Complaints are listened to respectfully.
  • Individuals feel safe to raise concerns without fear of discrimination or disadvantage.
  • Complaints are investigated fairly and proportionately.
  • Responses are timely and transparent.
  • Learning from complaints informs ongoing improvement.

Where possible, concerns will be resolved informally at an early stage.

  1. Informal Concerns

Many concerns can be resolved quickly through discussion with staff or Directors.

Individuals are encouraged to:

  • Speak directly to a member of staff or management where appropriate.
  • Explain the concern clearly and calmly.
  • Allow reasonable opportunity for the issue to be addressed.

Informal resolution may include:

  • Clarification
  • Discussion
  • Mediation
  • Apology
  • Restorative conversations
  • Agreed actions
  1. Formal Complaints Procedure

If a concern cannot be resolved informally, a formal complaint may be made.

Complaints should ideally be submitted:

  • In writing
  • By email
  • Or verbally where support is required

Complaints should include:

  • Name and contact details
  • Details of the complaint
  • Relevant dates or information
  • Desired outcome where appropriate

Formal complaints should be addressed to:
Directors – Beyond Barriers CIC
Email: beyondbarrierscic@gmail.com

  1. Complaint Investigation Process

Stage 1 – Acknowledgement

  • Complaints will normally be acknowledged within 5 working days.

Stage 2 – Investigation

  • The complaint will be reviewed fairly and proportionately.
  • Relevant individuals may be spoken to.
  • Documentation and records may be reviewed.
  • Safeguarding procedures will take priority where applicable.

Stage 3 – Outcome

A written response will normally be provided within 20 working days outlining:

  • Findings
  • Actions taken
  • Recommendations or resolutions where appropriate

Where investigations require additional time, updates will be provided.

  1. Safeguarding Concerns

Any complaint involving:

  • Safeguarding
  • Abuse
  • Neglect
  • Staff misconduct
  • Whistleblowing
  • Risk of harm

will be managed in line with:

  • Safeguarding procedures
  • Local safeguarding partnership guidance
  • Relevant statutory guidance

Safeguarding concerns may be referred to:

  • Social care
  • Police
  • Local Authority Designated Officer (LADO)
  • Commissioners
  • Other statutory agencies
  1. Complaints Relating to Staff

Complaints regarding staff conduct or professionalism will be investigated appropriately by the Directors.

Where necessary:

  • Disciplinary procedures may be followed.
  • Staff may receive additional support, supervision or training.
  • External agencies may be informed where appropriate.
  1. Anonymous Complaints

Anonymous complaints will be considered where:

  • Sufficient information is provided
  • There are safeguarding or welfare concerns
  • There is potential risk to young people or staff

However, anonymous complaints may limit the ability to investigate fully.

  1. Confidentiality

Complaints will be handled sensitively and confidentially wherever possible.

Information will only be shared:

  • On a need-to-know basis
  • Where required for investigation
  • Where safeguarding concerns require information sharing

All records will be stored securely in line with GDPR and data protection requirements.

  1. Vexatious or Malicious Complaints

Beyond Barriers CIC recognises the right to raise genuine concerns.

However, complaints that are:

  • Malicious
  • Abusive
  • Repeated without new information
  • Intended to cause harm

may result in restrictions on communication or further action where appropriate.

  1. Monitoring & Learning

Complaints are reviewed to:

  • Identify patterns or themes
  • Improve practice and communication
  • Strengthen policies and procedures
  • Inform staff training and development

The organisation is committed to reflective practice and continuous improvement.

  1. Accessibility

Support will be provided where individuals require assistance to:

  • Understand the process
  • Communicate concerns
  • Access meetings or written responses

Reasonable adjustments will be made in line with equality and accessibility responsibilities.

  1. Monitoring & Review

This policy will be reviewed annually or sooner where:

  • Legislation changes
  • Guidance changes
  • Significant complaints or incidents occur
  • Operational changes require updates

Related Policies

  • Safeguarding & Child Protection Policy
  • Whistleblowing Policy
  • Behaviour & SEMH Policy
  • Equality & Diversity Policy
  • Data Protection & GDPR Policy
  • Staff Code of Conduct

Policy Information

Policy Owner: Beyond Barriers Pathways CIC Directors
Approved By: Rebecca Cox & Sarah Harris
Review Frequency: Annually
Date Approved: June 2026
Review Date:  June 2026