Complaints Policy and Procedure
Complaints Policy and Procedure
1. Purpose
Natural Networks is committed to providing high-quality, safe, and inclusive outdoor learning experiences. We welcome feedback and take complaints seriously as an opportunity to improve our services.
This policy outlines how complaints can be raised, managed, and resolved in a fair, transparent, and timely way.
2. Scope
2. Scope
This policy applies to:
- Parents/carers
- Children and young people (with support where needed)
- Staff and volunteers
- Partner organisations and members of the public
3. Principles
We will ensure that all complaints are:
- Taken seriously and handled respectfully
- Dealt with promptly and fairly
- Managed confidentially where appropriate
- Used to improve practice and provision
4. What is a Complaint?
A complaint is any expression of dissatisfaction about the standard of service, actions of staff/volunteers, or the delivery of a Natural Networks programme.
5. Informal Resolution
Where possible, concerns should be raised informally in the first instance:
- Speak directly to the session leader or a member of staff
- Most issues can be resolved quickly through discussion and clarification
6. Formal Complaints Procedure
If a concern cannot be resolved informally, a formal complaint can be made.
Step 1: Submit a Complaint
Complaints should be made in writing (email or letter) within 10 working days of the incident where possible.
Include:
- Name and contact details
- Details of the complaint
- Any relevant dates, times, or witnesses
- Desired outcome
Complaints should be sent to:
Jabez Croney – Director of Operations
Jabez Croney – Director of Operations
Step 2: Acknowledgement
- The complaint will be acknowledged within 3 working days
Step 3: Investigation
- A fair and proportionate investigation will be carried out
- This may include speaking to staff, volunteers, and witnesses
- The investigation will normally be completed within 10 working days
Step 4: Outcome
- A written response will be provided outlining findings and any actions taken
7. Escalation
If the complainant is not satisfied with the outcome:
- They may request a review by the Chair of Directors
Patrick Murtagh – Chair will:
- Review the process and decision
- Provide a final response within 10 working days
8. Roles and Responsibilities
- Director of Operations (Jabez Croney): Responsible for managing and investigating complaints
- Chair (Patrick Murtagh): Responsible for reviewing escalated complaints
- Director (Geraldine Wise): May support investigations where appropriate
9. Recording and Monitoring
- All complaints will be recorded and stored securely
- Outcomes will be reviewed to identify patterns or areas for improvement
10. Confidentiality
All complaints will be handled sensitively. Information will only be shared with those who need to know in order to investigate and resolve the issue.
11. Safeguarding
If a complaint raises safeguarding concerns:
- The safeguarding policy will be followed immediately
- Relevant authorities may be informed
Next review date: 01/01/2027