Pain Pals CIC

Complaints Policy

Renewed 09/2027

1. Purpose of This Policy

Pain Pals GY CIC (“the Organisation”) is committed to providing safe, inclusive, and high‑quality support to all members, volunteers, staff, and partners. We recognise that concerns or dissatisfaction may arise, and we welcome feedback as an opportunity to learn, improve, and strengthen trust.

This policy sets out:

• How individuals can raise complaints

• How the Organisation will respond

• The steps taken to ensure fairness, transparency, and accountability

• How complaints are recorded, monitored, and used to improve services

2. Scope

This policy applies to:

• Members and service users

• Volunteers

• Staff (paid or unpaid)

• Visitors

• External partners or organisations

It covers complaints about:

• Conduct or behaviour

• Service delivery

• Safeguarding concerns

• Accessibility or inclusion

• Decisions made by staff or volunteers

• Organisational processes or policies

Safeguarding concerns follow the Safeguarding Policy and may bypass the complaints process if immediate risk is present.

3. Principles

Pain Pals GY handles complaints according to the following principles:

• Respect and dignity – all complainants are treated fairly and without judgement

• Accessibility – complaints can be made verbally or in writing

• Timeliness – complaints are acknowledged and addressed promptly

• Confidentiality – information is shared only with those who need to know

• Impartiality – complaints are investigated objectively

• Protection from retaliation – individuals will not be disadvantaged for raising concerns

• Learning and improvement – complaints inform service development

4. What Is a Complaint?

A complaint is any expression of dissatisfaction about:

• The Organisation’s actions or decisions

• The behaviour or conduct of staff or volunteers

• The quality, safety, or accessibility of services

• How someone has been treated

Complaints may be made informally or formally.

5. How to Make a Complaint

5.1 Informal Complaints

Many concerns can be resolved quickly through informal discussion.

Individuals may raise concerns with:

• A volunteer

• A session facilitator

• A coordinator

• A director

Where possible, informal complaints will be addressed within 7 working days.

5.2 Formal Complaints

If the issue cannot be resolved informally, or the complainant prefers a formal process, they may submit a complaint:

• In writing (email or letter)

• Verbally (which will be recorded by staff)

• Through an advocate or support worker

Formal complaints should include:

• Name and contact details

• Details of the complaint

• Dates, times, and people involved

• Desired outcome (if known)

Formal complaints will be acknowledged within 7 working days.

6. Complaints Process

Stage 1: Initial Review

A designated manager or director will:

• Review the complaint

• Clarify details if needed

• Decide whether the issue is suitable for informal resolution or requires investigation

Outcome provided within 14 working days.

Stage 2: Investigation

If investigation is required:

• An impartial investigator will be appointed

• Relevant individuals may be interviewed

• Records, policies, and evidence may be reviewed

Investigations aim to be completed within 28 working days, though complex cases may take longer.

Stage 3: Outcome

The complainant will receive:

• A summary of findings

• Any actions taken

• Any changes to practice or policy

• Information on how to escalate if unsatisfied

Outcomes may include:

• Apology

• Staff or volunteer training

• Changes to procedures

• Mediation

• Disciplinary action (if appropriate)

7. Escalation Procedure

If the complainant is dissatisfied with the Stage 3 outcome, they may request a review by the Board of Directors.

The Board will:

• Reassess the investigation

• Consider whether procedures were followed

• Provide a final decision within 28 working days

This decision is final within the Organisation.

If the complaint relates to safeguarding, discrimination, or legal matters, external agencies may be contacted, including:

• Local Authority Safeguarding Team

• Police

• Information Commissioner’s Office (ICO)

• Companies House (for governance concerns)

8. Complaints Involving Safeguarding

Any complaint that includes:

• Abuse

• Neglect

• Harm

• Exploitation

• Serious misconduct

will be treated as a safeguarding concern and follow the Safeguarding Policy. Safeguarding complaints may bypass normal timelines to ensure safety.

9. Confidentiality

All complaints will be handled confidentially. Information will only be shared with:

• Individuals involved in investigating the complaint

• Safeguarding leads (if relevant)

• External agencies when legally required

Records will be stored securely in line with the Record Retention & Information Management Policy.

10. Record Keeping

Pain Pals GY will maintain a Complaints Register including:

• Date of complaint

• Summary of issue

• Actions taken

• Outcome

• Whether safeguarding was involved

Retention periods:

• General complaints: 6 years

• Complaints linked to medical information: 10 years

• Complaints linked to safeguarding: Lifetime retention

11. Learning & Improvement

The Organisation will:

• Review complaints quarterly

• Identify patterns or recurring issues

• Update policies, training, or procedures as needed

• Report anonymised findings to the Board

12. Review of Policy

This policy will be reviewed annually or sooner if:

• Legislation changes

• A serious complaint occurs

• New services or activities are introduced

This policy will be reviewed annually or when there is a change in circumstances, in work practices or the introduction of new legislation.

This Policy has been approved and authorised by:

Name:

Helen Hartley

Position:

Service Manager

Signature:

Date of policy:       09/2026   

Next review:   2027