Hope 4U Complaints Policy
Policy Statement Hope 4U views complaints as an opportunity to learn, improve, and strengthen the quality of its services. Complaints provide valuable feedback and allow the organisation to put things right for the individual or organisation that has raised the concern.
Hope 4U is committed to handling complaints fairly, efficiently, and respectfully.
Policy Objectives
The objectives of this policy are:
• To provide a fair, transparent, and accessible complaints procedure that is easy for anyone to use.
• To ensure the complaints procedure is publicly available, so people know how to raise concerns.
• To ensure all staff and volunteers understand how to respond to complaints.
• To ensure complaints are investigated fairly, consistently, and within an appropriate timeframe.
• To resolve complaints wherever possible and restore positive relationships.
• To gather information from complaints that helps improve the organisation’s services and practices.
Definition of a Complaint
A complaint is defined as any expression of dissatisfaction, whether justified or not, regarding any aspect of Hope 4U’s activities, services, or conduct.
Who Can Make a Complaint
Complaints may be made by any individual or organisation with a legitimate interest in Hope 4U, including:
• Service users
• Members of the public
• Partner organisations
• Other stakeholders
Complaints may be received:
• Verbally (in person)
• By telephone
• By email
• In writing
• Through other communication channels such as social media
This policy does not apply to complaints made by staff, which should be addressed through Hope 4U’s internal staff grievance procedures.
Confidentiality
All complaint information will be handled sensitively and confidentially. Information will only be shared with individuals who need it to investigate and resolve the complaint, and all relevant data protection requirements will be followed.
How to Submit a Complaint
Written complaints can be sent to:
Hope 4U
The Maltsters
Wetmore Road
Burton on Trent
DE14 1LS
Email: info@hope4u.co.uk
Verbal complaints can be made by telephone:
0330 320 2140
Receiving Complaints
Complaints may be received through any publicised communication channel or through other contact opportunities.
When receiving a complaint verbally (by phone or in person), the person receiving the complaint should:
• Record the details and facts of the complaint
• Note the relationship of the complainant to Hope 4U (e.g., individual, service user, organisation)
• Inform the complainant that Hope 4U has a formal complaints procedure
• Explain what will happen next and the expected timeframe
• Where appropriate, ask the complainant to provide a written account of the complaint to ensure the concern is recorded accurately in their own words
Telephone complaints must be formally recorded.
Complaints Procedure
Stage One – Initial Investigation
In many cases, complaints can be resolved by the person responsible for the issue being raised.
Regardless of whether the complaint is resolved immediately, the details must be passed to the Hope 4U Team Manager within five (5) working days.
Upon receiving the complaint, the Team Manager will:
• Record the complaint in the Complaints Logbook
• Begin to investigate the complaint
• Ensure appropriate action is taken where necessary
If the complaint relates to a specific individual, that person will:
• Be informed of the complaint
• Be given a fair opportunity to respond
The Team Manager handling the complaint must:
• Acknowledge the complaint within five (5) working days February 2026
• Inform the complainant who is dealing with the matter
• Provide an expected timeframe for a full response
• Attach a copy of the Complaints Policy
Where possible, a final response should be provided within one month.
If the investigation requires more time, the complainant will receive:
• A progress update
• An estimated timeframe for the final response
The final response will include:
• A summary of the investigation carried out
• The conclusions reached
• Any actions taken as a result of the complaint
Stage Two – Operations Manager
If the complainant believes the issue has not been satisfactorily resolved at Stage One, they may request a review by the Operations Manager.
Once the request is received:
• The request will be acknowledged within five (5) working days
• The complainant will be informed who will review the case and when they can expect a response
The Operations Manager will:
• Investigate the case themselves,
• Review documentation relating to the complaint
• Speak with the person who handled the Stage One investigation
The individual who handled the original complaint will be kept informed throughout the process.
If the complaint concerns a specific individual, they will again be:
• Informed of the complaint
• Given an opportunity to respond
The aim is to provide a final response within one month. If further time is required, the complainant will receive a progress update and revised timeline.
The response will outline:
• The investigation process undertaken
• The findings of the review
• Any actions taken as a result
The decision made at Stage Two is final, unless the Board determines that external assistance is required to resolve the matter.
Stage Three – Directors
If the complainant believes the issue has not been satisfactorily resolved at Stage Two, they may request a final review by the Directors.
Once the request is received:
• The request will be acknowledged within five (5) working days
• The complainant will be informed who will review the case and when they can expect a response
The Directors will:
• Investigate the case themselves,
• Review documentation relating to the complaint
• Speak with the person who handled the Stage One and Two investigations
The individual who handled the original complaint will be kept informed throughout the process.
If the complaint concerns a specific individual, they will again be:
• Informed of the complaint
• Given an opportunity to respond
The aim is to provide a final response within one month. If further time is required, the complainant will receive a progress update and revised timeline.
The response will outline:
• The investigation process undertaken
• The findings of the review
• Any actions taken as a result
The decision made at Stage Three is final, unless the Board determines that external assistance is required to resolve the matter.
Monitoring and Learning
Complaints will be reviewed annually to identify patterns or recurring issues. This review will support organisational learning and may result in changes to policies, procedures, or services to improve the work of Hope 4U.
Policy Review
This policy will be reviewed regularly and updated as required to ensure it remains effective and compliant with relevant standards.