Complaints

Information useful for forums on how they manage and respond to complaints.

Introduction

hen a forum receives a complaint, it can feel upsetting. Complaints can help forums to learn more about the experiences of people so the complaints procedure should be a positive aid to inform and influence improvements and should not be a negative process to apportion blame.

To ensure the forum can manage complaints effectively and reduce the risks of negative consequences, such as spending large volumes of time managing complaints, forums should have a clear complaints policy. Forums may also want to review the page on policies and procedures.

Managing conflicts of interest and the conditions of grant

The conditions of grant require forums to work within appropriate governing documents, or within the grant-holding organisation’s governance arrangements. This includes having and using a constitution, terms of reference, code of conduct, compliments and complaints policy, conflict of interest policy, and any other relevant policies and procedures. These documents should be applied consistently, fairly and equitably.

A comments, compliments and complaints policy should explain how feedback and concerns can be raised, how they will be considered, and how learning will be used to improve practice. It should also show how the forum will manage complaints in a way that is accessible, timely, transparent and fair.

When adapting this template, forums should make sure the policy clearly sets out:

How people can make a comment, suggestion, compliment or complaint.
The informal and formal complaints process, including expected response times.
Who is responsible for receiving, investigating and responding to complaints.
How conflicts of interest will be identified and managed so that complaints are handled independently and fairly.
How a person can request a review or appeal if they are not satisfied with the response.
How comments, compliments and complaints will be recorded, monitored and used for learning and improvement.
How confidentiality, data protection, safeguarding, code of conduct and any other relevant policies apply.
How the policy links to wider governance arrangements and the condition of grant requirement to apply policies and procedures fairly and equitably.

Conflicts of interest (example policy wording)

To ensure complaints are handled fairly, clearly and independently, the forum will nominate a named person to receive complaints [insert name and contact details]. This person’s details should be made available to members and anyone wishing to make a complaint, including in correspondence and on the forum’s website where possible.
If a complaint is about the nominated person, or about anyone who would normally be involved in responding to the complaint, that person must not investigate, decide the outcome of, or respond to the complaint.
Where there is a conflict of interest, the complaint should be passed to another suitable member of the [steering group/trustee board/directors] who is not connected to the matter. If the complaint relates to the whole [steering group/trustee board/directors], it must be referred to a different level of the organisation to handle the complaint.
If there is no other level of the organisation available, an appropriate independent person who is not connected to the complaint, the complainant, or the person complained about must be identified to oversee or handle the complaint.
Where appropriate, the forum may involve another suitable person early in the process to provide an objective viewpoint, help moderate the complaint, or support a fair response.

Managing the complaint – Where to start

Make sure you have checked key components of your complaints policy such as having stages in the complaint process with clear timescales for responses at each stage.

Identify the key areas of concern for the person and respond to those as clearly as possible. If there are areas of the complaint that fall outside of the forums work, then make this clear and direct them to an appropriate organisation if there is one.

Acknowledge receipt of the complaint and make sure the complainant has a copy of the forums complaints policy. Be clear about who will be dealing with the complaint and communication. Ensure that complainants are aware of how they make a request for reasonable adjustments, such as larger font sizes, more time to speak before anyone responds, BSL interpreter.

Having a conversation with the complainant

In the first instance it may be worth trying to have a conversation with the complainant to see whether it’s possible to resolve any issues face to face. Listen and don’t respond defensively. Reflect back what you’ve heard and check it with them. Ask questions to get clarity about the complaint if they haven’t given specific information about what they think the forum has done wrong.

If during the meeting the person tries to raise more complaints, then make a decision about whether there’s anything you can include in the original complaint or whether they need to raise this separately.

If the person doesn’t accept your response to their complaint at the face to face meeting, then work through your complaints policy to the next stage.

Moving to the next stage

Forums need to ensure someone different reviews the unresolved complaint, the response and then responds to the complainant with clear reasons as to why points are upheld or not upheld. Stick to the timescales in your complaints policy as far as possible.

Get support when drafting responses to get an objective view, this could be from a colleague or your participation adviser. Keep to the facts and acknowledge feelings and perceptions. Acknowledge where the forum could have done something better and let them know what will happen to change this going forwards.

Don’t respond to repeated communications straight away – you can send a holding email and let them know you’ll respond in 5 -10 working days. Sometime processing time can help all involved and can support people manage their emotions.

It is ok to let someone know that you have a small team, reassure them that their concerns have been received and that you will get back to them in the agreed time frame.

Persistent and unreasonably persistent complaints and communication

Persistent and unreasonably persistent complaints refer to frequent complaints from individuals or groups who, because of the nature and frequency of their communications can hinder the complaint or take up an unreasonable amount of forum time and resources.

The behaviour of persistent and unreasonably persistent complainants has the potential to cause harm and negatively impact on the wellbeing, or health and safety of the person handling the complaint as well as other people in the forum. If you need support with persistent complaints please contact your participation adviser for guidance.

In serious situations you may need to talk to the local police or a solicitor, you may want to look at the page on managing bullying, harassment and stalking for more information.

Last Updated: July 2026

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Policies and Procedures

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