1. Purpose and scope
The HEADTURNED Foundation (the Foundation) welcomes feedback and takes complaints seriously. This policy explains how you can raise concerns or complaints and what you can expect from us in response.
It covers complaints from members of the public, supporters, partners, and other people who interact with the Foundation's work.
2. What is a complaint?
A complaint is an expression of dissatisfaction about the Foundation's actions, decisions, services, or staff/volunteers, where the person wants a response or resolution.
More serious concerns about wrongdoing, risk, or misconduct may be better raised under our Whistleblowing & Serious Concerns Policy.
3. Giving general feedback
Not all feedback is a complaint. We encourage people to share ideas, reflections, and positive or constructive comments about our work. General feedback can be provided through our website contact form or other published channels.
4. How to make a complaint
Where possible, we encourage people to raise concerns as soon as they arise so that they can be addressed quickly. Complaints can usually be made:
- Via the contact form on our website.
- By email or other contact details published on our site.
- In writing, where a postal address is provided, or in person by arrangement.
To help us respond effectively, it is helpful if you explain what happened, when it happened, and what you would like us to consider or do.
5. How we will handle complaints
While the exact steps may vary depending on the nature of the issue, we aim to:
- Acknowledge receipt of the complaint within a reasonable period (for example, within 10 working days).
- Consider the complaint fairly and proportionately, which may involve speaking to people involved and reviewing relevant information.
- Provide a response explaining any findings, decisions, or actions we are taking as a result.
6. Timescales
We will aim to resolve most complaints within a reasonable timescale, taking account of complexity and availability of relevant people. If it will take longer than initially expected, we will aim to let you know and provide an updated indication.
7. Escalation and further steps
If you are not satisfied with the initial response, you may request that the complaint be reviewed by another appropriate person, which may include a trustee or senior representative.
In some cases, external routes may be available depending on the nature of the issue (for example, regulators or ombudsman services), and we will signpost where this is relevant and known to us.
8. Confidentiality and data protection
We will handle complaint information in line with our Data Protection & Information Governance Policy. Information will be shared only with those who reasonably need to know in order to respond to the complaint or address any underlying issues.
9. Unreasonable or vexatious behaviour
We recognise that people may bring complaints at times of stress or upset, and we will respond with courtesy and respect. In rare cases where behaviour becomes unreasonable, persistent, or abusive, we may set reasonable limits on further contact while still considering the underlying issue.
10. Learning and improvement
Complaints and feedback can highlight where we need to improve. Where patterns or themes emerge, we may review relevant processes, communications, or decisions to reduce the likelihood of similar issues in future.
11. Review and updates
This policy will be reviewed periodically and updated where necessary to reflect learning, experience, or changes in the Foundation's structure and activities.
The version published on the HEADTURNED Foundation website is the version currently in force.