Complaints Procedure

1. Purpose

KCU is committed to providing high-quality services and maintaining trust with our beneficiaries, supporters, staff, and volunteers. This procedure explains how complaints are handled fairly, promptly, and transparently.

2. Scope

This procedure applies to complaints from:

  • Beneficiaries or service users

  • Donors, supporters, and members of the public

  • Staff, volunteers, or contractors (related to charity activities, not employment matters, which have a separate HR procedure)

3. Definition of a Complaint

A complaint is an expression of dissatisfaction about:

  • The charity’s services, activities, or decisions

  • The behaviour of staff, volunteers, or representatives

  • Policies, procedures, or operational decisions

4. Principles

  • Accessibility: Complaints can be made in writing, by email, over the phone, or in person.

  • Confidentiality: Complaints will be treated confidentially and shared only with those who need to know.

  • Fairness: Every complaint will be considered impartially.

  • Timeliness: Complaints will be acknowledged and resolved promptly.

  • Learning: Complaints are a valuable source of feedback and will be used to improve services.

5. How to Make a Complaint

Please download, print out and complete the form linked below and then complaints can be submitted:-

  • By email: kcu@kcultd.org.uk

  • By post: 51 Gold Street, Kettering, NN16 8JB

  • By phone: 01536 481989

  • In person: Ask for Sylvia Mclevy

When making a complaint, please include:

  • Your name and contact details

  • Details of the complaint (what happened, when, who was involved)

  • Any relevant supporting information

6. Complaints Handling Procedure

Step 1: Acknowledgment

  • All complaints will be acknowledged within 5 working days of receipt.

  • The acknowledgment will include the name of the person handling the complaint and an estimated timeline for a response.

Step 2: Investigation

  • The complaint will be reviewed by an appropriate staff member, who may contact you for further information.

  • Investigations will be fair, thorough, and impartial.

Step 3: Response

  • We aim to respond to complaints within 20 working days.

  • The response will include:

    • Findings of the investigation

    • Actions taken or proposed

    • Any right to escalate the complaints

Step 4: Escalation

  • If you are not satisfied with the outcome, you may escalate the complaint to [e.g., the charity’s CEO, Board of Trustees, or independent reviewer].

  • Escalated complaints will be reviewed and a final response issued within 20 working days.

7. Record Keeping

  • All complaints, investigations, and outcomes will be recorded in the charity’s complaints register.

  • Records will be retained for 7 years in line with data protection regulations.

8. Monitoring and Learning

  • The charity’s leadership team will review complaints quarterly to identify trends and areas for improvement.

  • Lessons learned will inform changes to policies, procedures, and services.

9. Support

  • If you need assistance making a complaint, we can provide help in accessible formats or through an advocate.

  • Contact us on the details listed in Section 5.

10. Policy Review

  • This procedure will be reviewed every 2 years or following a significant complaint to ensure it remains effective and compliant.

 

Approved by: Trustees

Date:10/01/2026

Next review date: 10/01/2027

Download Complaints form