Ensuring issues are dealt with and standards are upheld

Complaints Policy

1. Purpose

Prept. Foundation is committed to providing high-quality services and maintaining trust with children, young people, families, partners, staff, volunteers, and the wider community. This Complaints Policy sets out a clear, fair, and transparent process for raising, handling, and resolving complaints.

The policy ensures that complaints are:

• Taken seriously and handled respectfully
• Addressed promptly and fairly
• Used as an opportunity to improve services and practices

2. Scope

This policy applies to complaints relating to:

• Services, activities, or workshops delivered by Prept. Foundation
• The conduct of staff, volunteers, trustees, or contractors
• Decisions, actions, or omissions by Prept. Foundation

This policy does not replace:

• Safeguarding procedures (concerns about harm or risk must follow the Safeguarding Policy)
• Whistleblowing procedures (serious wrongdoing by staff or trustees)
• Disciplinary procedures (internal staff matters)

Where a complaint overlaps with safeguarding, whistleblowing, or inclusion concerns, the appropriate policy will take precedence.

3. Principles

Prept. Foundation will ensure that:

• Complaints are handled impartially and confidentially
• No one is treated unfairly for raising a complaint
• Children, young people, and adults are supported to raise concerns
• Complaints can be made without fear of reprisal
• Reasonable adjustments are made to support accessibility

4. Who Can Make a Complaint

A complaint may be made by:

• Children and young people
• Parents, carers, or family members
• Staff or volunteers
• Partner organisations
• Members of the public

Complaints may be made verbally or in writing and may be submitted anonymously, although this may limit the ability to investigate fully.

5. How to Make a Complaint

Complaints can be raised:

• In person
• By email
• By letter
• By phone

Support will be offered to anyone who requires help to make a complaint.

6. Complaints Handling Procedure

Stage 1 — Informal Resolution

Where possible, complaints should be raised informally with the relevant staff member or manager. Many issues can be resolved quickly through discussion.

• Response expected within 5 working days
• Outcome recorded if appropriate

Stage 2 — Formal Complaint

If the complaint is not resolved informally, or is of a serious nature, it should be submitted as a formal complaint.

The complaint will be:

• Acknowledged within 5 working days
• Investigated by a manager or DSL not directly involved
• Responded to in writing within 20 working days (or an update provided if delays occur)

Stage 3 — Escalation / Appeal

If the complainant is dissatisfied with the outcome, they may request a review.

• The review will be conducted by a senior leader or trustee not previously involved
• A final response will be issued within 20 working days

7. Recording and Monitoring Complaints

All complaints will be:

• Logged securely using the DSL Action Plan Log
• Reviewed to identify themes or learning
• Reported to Trustees where appropriate (anonymised)

Records will be kept in line with Data Protection requirements.

8. Safeguarding, Whistleblowing & Inclusion Concerns

If a complaint indicates:

• A safeguarding concern
• Serious misconduct or wrongdoing
• Discrimination or inclusion-related issues

The matter will be managed under the relevant policy and escalated accordingly.

9. Unreasonable or Vexatious Complaints

Prept. Foundation recognises that a small number of complaints may be persistent or unreasonable. These will be managed fairly and proportionately while ensuring staff and volunteers are protected from harassment.

10. Confidentiality & Data Protection

All complaints will be handled sensitively. Information will only be shared on a need-to-know basis and stored securely in line with data protection legislation.

11. Learning and Continuous Improvement

Prept. Foundation is committed to learning from complaints to improve services, policies, and training.

12. Policy Review

This policy will be reviewed:

• Annually, or
• Following a significant complaint or change in legislation

13. Related Policies

• Safeguarding Policy
• Whistleblowing Policy
• Inclusion & Equality Policy
• Data Protection Policy
• Code of Conduct

14. Policy Alignment Statement

This Complaints Policy operates in alignment with all Prept. Foundation policies and procedures, including:

• Safeguarding Policy: Any complaint that raises a safeguarding concern will be immediately managed under safeguarding procedures and overseen by the Designated Safeguarding Lead (DSL).
• Whistleblowing Policy: Complaints involving serious misconduct, wrongdoing, or concerns about staff, volunteers, or trustees will be addressed under the Whistleblowing Policy.
• Inclusion & Equality Policy: Complaints relating to discrimination, exclusion, or inequality will be handled in line with inclusion principles and may be escalated accordingly.
• Code of Conduct: Behaviour-related complaints will be reviewed against expected standards of conduct.
• Data Protection Policy: All personal data will be handled lawfully, securely, and confidentially.

Where concerns overlap, the DSL will determine the most appropriate policy pathway, ensuring safety, fairness, and compliance at all times.