1. Policy Statement

Black London Advisory Service (BLAS) is committed to providing high-quality, professional, accessible, and respectful advice and support services.

We recognise that sometimes things may go wrong, and we welcome complaints as an opportunity to learn, improve our services, and strengthen trust with the communities we serve.

BLAS will ensure that all complaints are:

• Taken seriously.

• Handled fairly and objectively.

• Investigated promptly.

• Treated confidentially.

• Used to improve organisational performance.

No person will be disadvantaged, treated unfairly, or denied services because they raise a genuine complaint.

 

2. Purpose

The purpose of this policy is to:

• Provide a clear process for raising concerns.

• Ensure complaints are handled consistently.

• Protect the rights of clients, staff, volunteers, and stakeholders.

• Identify areas for improvement.

• Promote accountability and transparency.

• Ensure compliance with relevant regulatory expectations.

​

3. Scope

This policy applies to complaints made by:

• Clients and service users.

• Former clients.

• Members of the public.

• Partners.

• Funders.

• Volunteers.

• Employees.

• Contractors.

• Community stakeholders.

Complaints may relate to:

• Quality of advice.

• Service delivery.

• Staff or volunteer behaviour.

• Accessibility issues.

• Discrimination.

• Confidentiality concerns.

• Delays.

• Communication.

• Organisational decisions.

​

4. What is a Complaint?

A complaint is an expression of dissatisfaction about:

• The service provided by BLAS.

• The actions or behaviour of BLAS representatives.

• A failure to meet expected standards.

• A decision or process that has negatively affected someone.

A complaint is different from:

• A request for information.

• A general enquiry.

• A request for advice.

• A disagreement with legislation or external decisions outside BLAS control.

​

5. BLAS Complaints Principles

BLAS will ensure that complaints are managed according to the following principles:

Accessible

Everyone should be able to make a complaint regardless of:

• Disability.

• Language needs.

• Literacy ability.

• Digital access.

• Personal circumstances.

​

Fair

Complaints will be considered objectively, without bias or discrimination.

​

Confidential

Information will only be shared with those who need it to investigate and resolve the complaint.

​

Timely

BLAS will aim to resolve complaints as quickly as possible.

​

Transparent

We will explain:

• What happened.

• How decisions were made.

• What actions will be taken.

​

Learning Focused

Complaints will help BLAS improve its services and prevent future issues.

​

6. Complaints Officer

BLAS will appoint a Complaints Officer responsible for:

• Receiving complaints.

• Acknowledging complaints.

• Coordinating investigations.

• Maintaining complaint records.

• Communicating outcomes.

• Identifying learning points.

The Complaints Officer will report significant complaints to the Chief Executive Officer and Board where appropriate.

​

7. Roles and Responsibilities

Board of Directors/Trustees

The Board will:

• Ensure effective complaints procedures exist.

• Monitor serious complaints.

• Review complaint trends.

• Ensure organisational learning.

​

Chief Executive Officer

The CEO will:

• Ensure implementation of this policy.

• Support fair investigations.

• Review significant complaints.

• Ensure improvements are implemented.

​

Managers

Managers will:

• Respond appropriately to concerns.

• Support investigations.

• Implement agreed improvements.

​

Employees and Volunteers

All staff and volunteers must:

• Treat complaints respectfully.

• Cooperate with investigations.

• Maintain confidentiality.

• Avoid retaliation against complainants.

​

8. Who Can Make a Complaint?

A complaint can be made by:

• The person directly affected.

• Someone acting on their behalf with permission.

• A representative, advocate, or support worker.

• A parent, guardian, or carer where appropriate.

Where someone complains on behalf of another person, BLAS may request confirmation of authority.

​

9. How to Make a Complaint

Complaints may be submitted through:

• Email.

• Letter.

• Telephone.

• Online form.

• In person.

• Through an advocate or representative.

BLAS will make reasonable adjustments for individuals who require support.

​

10. Information Required

Where possible, complaints should include:

• Name and contact details.

• Description of the concern.

• Date and location of the incident.

• Names of individuals involved.

• Evidence or supporting information.

• Desired outcome.

BLAS will still consider complaints where some information is unavailable.

​

11. Informal Resolution

Where appropriate, BLAS may attempt to resolve concerns informally.

This may involve:

• Clarifying misunderstandings.

• Providing explanations.

• Apologising where appropriate.

• Correcting errors.

• Agreeing practical solutions.

Informal resolution will not prevent a person from making a formal complaint.

​

12. Formal Complaints Process

Stage One: Acknowledgement

BLAS will acknowledge receipt of a complaint within:

5 working days

The acknowledgement will confirm:

• Receipt of the complaint.

• Who is handling it.

• Expected timescales.

• Next steps.

​

Stage Two: Investigation

The Complaints Officer will:

• Review available information.

• Speak with relevant individuals.

• Examine records.

• Consider policies and procedures.

• Maintain confidentiality.

Investigations will be fair and proportionate.

​

Stage Three: Outcome

BLAS aims to provide a written response within:

20 working days

The response will include:

• Summary of the complaint.

• Findings.

• Explanation of decisions.

• Actions taken.

• Any improvements planned.

Where delays occur, BLAS will provide updates.

 

13. Possible Outcomes

A complaint may be:

Upheld

BLAS accepts that something went wrong.

Actions may include:

• Apology.

• Corrective action.

• Staff training.

• Policy changes.

​

Partially Upheld

Some elements are accepted while others are not.

​

Not Upheld

BLAS does not find sufficient evidence that the complaint is justified.

The reasons will be explained.

​

14. Appeals and Review

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

Requests should normally be made within:

20 working days of receiving the outcome

A senior manager, CEO, or Board representative will review:

• Whether the process was fair.

• Whether evidence was considered properly.

• Whether further action is required.

The review outcome will normally be final.

​

15. Anonymous Complaints

BLAS will consider anonymous complaints where possible.

However, limitations may apply because:

• Further information cannot be requested.

• Outcomes may not be communicated.

• Investigation options may be limited.

​

16. Complaints About Staff or Volunteers

Where a complaint concerns a BLAS representative:

BLAS will:

• Treat the matter confidentially.

• Investigate fairly.

• Give the individual an opportunity to respond.

• Follow employment or volunteer procedures where required.

​

17. Safeguarding Complaints

Where a complaint raises safeguarding concerns:

• The matter will be immediately referred to the Designated Safeguarding Lead.

• Safeguarding procedures will take priority.

• Appropriate authorities may be notified.

​

18. Discrimination Complaints

BLAS takes discrimination complaints seriously.

Complaints relating to:

• Racism.

• Harassment.

• Disability discrimination.

• Sex discrimination.

• Religious discrimination.

• Other protected characteristics.

will be investigated in accordance with:

• Equality, Diversity & Inclusion Policy.

• Anti-Racism Policy.

• Code of Conduct.

​

19. Confidentiality and Data Protection

Complaints information will be handled in accordance with:

• UK GDPR.

• Data Protection Act 2018.

• BLAS Data Protection Policy.

Complaint records will only be accessed by authorised individuals.

​

20. Record Keeping

BLAS will maintain a complaints register including:

• Date received.

• Nature of complaint.

• Actions taken.

• Outcome.

• Learning points.

Records will be securely stored.

​

21. Learning and Improvement

BLAS will use complaints to improve services through:

• Policy reviews.

• Staff training.

• Process improvements.

• Service redesign.

• Governance reporting.

The Board will receive periodic complaints reports.

​

22. Unreasonable or Persistent Complaints

BLAS recognises that individuals may be distressed when raising concerns.

However, BLAS may manage complaints differently where behaviour becomes:

• Abusive.

• Threatening.

• Harassing.

• Excessively repetitive.

BLAS will always:

• Explain decisions clearly.

• Remain respectful.

• Continue to consider legitimate concerns.

​

23. Complaints Against BLAS Leadership

Where a complaint concerns:

Chief Executive Officer

The complaint will be reviewed by the Chair of Trustees.

Chair of Trustees

The complaint will be reviewed by another appointed Board member or governance committee.

Board Member

The complaint will be reviewed through an appropriate governance process.

​

24. Monitoring and Review

BLAS will monitor:

• Number of complaints.

• Complaint themes.

• Response times.

• Outcomes.

• Lessons learned.

This policy will be reviewed annually.

​

25. Relevant Legislation and Guidance

This policy reflects:

• Equality Act 2010

• UK GDPR

• Data Protection Act 2018

• Human Rights Act 1998

• Charity Governance Code principles

• Good practice guidance for advice organisations

​

26. Related BLAS Policies

This policy should be read alongside:

• Constitution & Governance Framework

• Code of Conduct Policy

• Equality, Diversity & Inclusion Policy

• Anti-Racism Policy

• Safeguarding Policy

• Data Protection & GDPR Policy

• Whistleblowing Policy

• Confidentiality Policy

• Client Care Policy