Policy

A model complaint handling policy should address the following:

• reasons for the policy (benefits to service users / staff / the organisation)
• the aims and objectives of the system
• the organisation's attitude / approach to complaint handling
• a definition of a "complaint"
• who is responsible for taking, recording, resolving, analysing and reporting on complaints (at each stage of the process)
• how complaints can be logged
• Outline a staged process for handling complaints and give information on each stage (including timelines and performance standards)
• Guiding principles - focus on service users, welcoming complaints as an opportunity to drive improvement, supporting service users to make complaints, providing redress where justified etc
• the resources required to properly manage the complaint handling system
• commitment to safeguarding confidentiality of complaint information and safeguards against victimisation / reprisal
• reporting obligations - how often reports should be submitted to management team, publicly reporting on complaints to service users etc 
• How and when the system should be reviewed