Complaints

A complaints policy is relevant to safeguarding because it is part of having a healthy, safer culture. It lets people know that your organisation is open to hearing difficult things, that you care about their experiences and you are committed to responding positively. All these things are important for building trust and safety.

Your complaints policy should be readily available, communicated to everyone and accessible to all.

Complaint or safeguarding concern?

Anyone who has responsibility for managing and responding to complaints should have safeguarding training to enable them to recognise when something that has been reported as a complaint requires a safeguarding response. All safeguarding concerns must be passed on to your Safeguarding Lead so they can make a record and identify next steps. All other complaints should be dealt with through your complaints policy which will allow your organisation to respond appropriately and record any learning.

Responding to complaints

Your complaints policy will be set by your organisation’s trustees and leadership and the steps within it will vary between organisations.
Key principles from a safeguarding point of view include:

• A brief introduction in your complaints policy to say that this is not the appropriate process to use when you are concerned about the safety of a child or adult at risk and redirection to the safeguarding policy.
• Clarity that safeguarding information will be passed on to the Safeguarding Lead and safeguarding processes followed.
• A clear, prompt timescale to respond so people don’t experience harm by waiting indefinitely and wondering how their complaint will be received.
• A respectful, non-defensive response to show the person they are valued and their voice is important.
• Information about what will happen next.
• A commitment to learn lessons and review processes as necessary

Page last updated: 14 November 2025