Complaints, Compliment and Feedback Policy

Purpose. This document outlines how Better Minds Lancashire CIC will manage, record and respond to complaints in a way which is fair, consistent and in a timely manner. It ensures that concerns are addressed appropriately, learning opportunities are captured and service users are treated with respect throughout every stage of contact with us.

Scope. This procedure applies to all complaints made by service users, members of the public, partner organisations and other stakeholders about the actions or decisions of Better Minds / Community Hub volunteers.

Definition. A Complaint is an expression of dissatisfaction whether justified or not about the standard of service, actions, (or lack of action) by anyone associated with the organisation. There are two types of complaints, which can be handled differently and we have a Dedicated Complaints Lead to support this.

An Informal complaint which can be resolved through natural conversation, discussion and agreement with the service user.
A formal complaint which requires investigation and a written response.

Please note: All service users making an informal complaint will always have the option to make a formal complaint should they wish.

Designated Complaints Lead:

Our Community Coordinator is responsible for receiving, acknowledging, investigating and recording complaints.

Management Committee:

Responsible for reviewing escalated or complex complaints, ensuring corrective action and implementation of new procedures and practices as required.

All Volunteers:

Our volunteers are expected to cooperate fully with us in investigating a cause for complaint and treat complainants respectfully.

Procedural Stages

Stage 1: Informal Resolution

Where possible, complaints can usually be resolved informally to your satisfaction by volunteers and they will report this to the Community Coordinator so that they are aware of the nature of the complaint. If the issues cannot be resolved or if you would prefer we will move to stage 2

Stage 2: Formal Complaint

Formal complaints should be submitted in writing, by letter or email, or verbally if assistance is needed. Complaints can be made , In person at the Community Hub, by telephone (01253 806303), by email (info@bettermindsblackpool.org.uk), by post to: Community Coordinator, Better Minds Lancashire CIC, Community Hub, 24 – 30 Bond Street, Blackpool FY4 1BQ.

Upon receipt: The Community Coordinator will 1. Acknowledge the complaint within 5 working days. 2. Investigate the issue, gathering relevant facts and speaking to those involved. 3. With the Directors, provide an adequate written response to you within 15 working days, outlining findings and any action taken.

Stage 3: Review and Appeal

If the complainant is dissatisfied with the outcome, they may request a review by a member of the management committee. The committee, made up of the Community Coordinator, two directors and an independent person will consider the case and respond within 20 working days. The committee’s decision will be final.

Confidentiality and Record Keeping. All complaints will be handled in confidence and information will only be shared where necessary to complete the investigation. Records of complaints, investigations and their outcomes will be stored securely for a minimum of three years and reviewed regularly to identify trends and learning points.

Learning and Continuous Improvement. Complaints are an opportunity to learn and do better. The Complaints Lead (Community Coordinator) will provide anonymised summaries to the management committee quarterly, highlighting any actions or changes required.

Compliments and Feedback. Positive feedback and compliments will also be recorded and shared with volunteers as part of Better Minds / Community Hub’s commitment to recognizing and promoting good practice.

Review. This policy will be reviewed annually: 01/10/2026