Complaints Policy

Pathway to Protection
Policy owner: Policy Manger
Approved: August 2026

1. Our Commitment

Pathway to Protection CIC aims to provide safe, respectful, compassionate and high-quality services.

We recognise that sometimes things may go wrong or someone may feel dissatisfied with the service they have received.

We welcome complaints because they give us an opportunity to put things right where possible, learn from people’s experiences and improve our services.

Making a complaint will not result in someone being treated unfairly or disadvantaged when accessing our services.

2. Who Can Make a Complaint?

A complaint may be made by:

• A person using our services;
• A former service user;
• A parent or carer;
• A family member;
• An advocate or representative;
• A professional;
• A member of the public; or
• Another organisation affected by our work.

Where someone complains on another person’s behalf, we may need appropriate consent before discussing confidential information.

3. What Can You Complain About?

Complaints may concern matters such as:

• The standard of service received;
• The conduct of a staff member or volunteer;
• Communication;
• Unreasonable delays;
• Accessibility;
• Confidentiality;
• How a decision was made;
• Discrimination or unfair treatment;
• Safeguarding practice; or
• Failure to follow an organisational policy.

4. How to Make a Complaint

Complaints can be made:

By email: info@pathwaytoprotection.org.uk

By telephone: 07446229732

In writing:
Complaints Officer
Pathway to Protection CIC
Office 8633, 321-323 High road, Chadwell Heath
Essex RM6 6AX

If making a written complaint is difficult because of disability, language, literacy, safety or another reason, please contact us and we will consider an appropriate alternative method.

You do not need to use legal or technical language.

Please tell us, where possible:

• What happened;
• When it happened;
• Who was involved, if known;
• How the matter affected you;
• What you would like us to consider doing; and
• A safe way to contact you.

5. Safety When Contacting You

Because we support people affected by domestic abuse, we understand that normal contact methods may not always be safe.

When making a complaint, please tell us:

• Whether it is safe to call;
• Whether we can leave voicemail;
• Whether email is safe;
• Any times when contact should be avoided; and
• Any other relevant communication precautions.

We will aim to follow these instructions wherever reasonably possible.

6. Informal Resolution

Some concerns can be resolved quickly through discussion with the staff member or service manager concerned.

You are not required to pursue informal resolution where you do not feel comfortable doing so.

Serious complaints, safeguarding concerns or allegations concerning staff conduct may need to proceed directly to a formal process.

7. Formal Complaint

Formal complaints should be acknowledged within 5 working days.

An appropriate person who is sufficiently independent of the matter will review or investigate the complaint.

Depending on the nature of the complaint, this may involve:

• Reviewing records;
• Speaking to relevant staff;
• Requesting further information;
• Considering applicable policies; and
• Reviewing what action has already been taken.

We aim to provide a substantive response within 20 working days.

If more time is needed, we will aim to explain the reason for the delay and provide a revised timescale.

8. Our Response

Where appropriate, our response will explain:

• The issues considered;
• What we found;
• Whether the complaint is upheld, partially upheld or not upheld;
• Any action already taken;
• Any proposed improvements; and
• How to request a review if you remain dissatisfied.

Where we have made a mistake, we will aim to acknowledge it and consider appropriate remedial action.

9. Review or Appeal

If you remain dissatisfied, you may request a review within 20 working days of receiving the complaint outcome.

The review should, where practicable, be carried out by someone who was not responsible for the original decision.

The review will consider whether:

• The complaint was handled fairly;
• Relevant information was considered;
• The procedure was followed; and
• The outcome was reasonable based on the available evidence.

10. Safeguarding Complaints

Where a complaint raises concerns about the safety of a child or adult at risk, safeguarding procedures take priority.

Information may need to be shared with relevant authorities where necessary to protect someone from harm.

11. Confidentiality

Complaints will be handled sensitively and information will only be shared with people who need it to investigate, respond to or manage the complaint, or where disclosure is otherwise required by law or safeguarding responsibilities.

12. Unacceptable Behaviour

We understand that people making complaints may be distressed, frustrated or upset.

We will make reasonable efforts to communicate respectfully and accommodate individual needs.

However, threats, harassment, discriminatory abuse or behaviour presenting a risk to staff, volunteers or service users may result in reasonable restrictions on how communication is managed.

Any such restrictions should be proportionate and should not prevent legitimate concerns from being considered.

13. Learning From Complaints

Pathway to Protection CIC will periodically review complaints to identify:

• Recurring issues;
• Opportunities for service improvement;
• Training needs;
• Policy changes; and
• Safeguarding or organisational risks.

Where appropriate, anonymised learning may be reported to trustees, management, commissioners or funders.

14. External Complaints

Depending on our organisational status, service arrangements and funding, complainants may also have access to an external regulator, commissioner, local authority, ombudsman or other body.

Where an external escalation route applies to a particular complaint, we will aim to provide the relevant details in our final response.

Contact

Complaints Officer
Pathway to Protection CIC
Office 8633, 321-323 High road, Chadwell Heath
Essex RM6 6AX
info@pathwaytoprotection.org.uk
07446229732