The Owl Centre Complaints Policy

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1. Purpose

The purpose of this policy is to ensure that all complaints received by The Owl Centre Charity are handled in a fair, transparent, and timely manner.

2. Scope

This policy applies to:
- Service users (children, families, carers).
- Staff, volunteers, and contractors.
- Members of the public who interact with The Owl Centre Charity.

3. Policy Statement

The Owl Centre Charity is committed to providing high-quality services and fostering open communication. We welcome feedback and recognise the importance of handling complaints effectively to maintain trust and improve our services.

4. Definitions

- Complaint – An expression of dissatisfaction about the charity’s services, staff, trustees, or operations.
- Complainant – The individual raising the complaint.

5. How to Raise a Complaint

Complaints can be made verbally, in writing, or via email.
Email contact: Charity@theowltherapycentre.co.uk

Please provide:
- Your name and contact details.
- Details of the issue (including dates, names, and relevant information).
- The outcome you are seeking.

Anonymous complaints will be reviewed but may limit our ability to investigate fully.

6. Complaints Procedure

Stage 1 – Initial Review
- Complaints will first be reviewed by a Trustee.
- Acknowledgement will be sent within 5 working days.
- A response will be provided within 20 working days.

Stage 2 – Escalation to Chair of Trustees
- If unsatisfied, the complaint may be escalated to the Chair of Trustees.
- Requests for escalation must be made within 10 working days of receiving the Stage 1 response.
- Acknowledgement will be sent within 5 working days, with a full response within 20 working days.

Stage 3 – Escalation to CEO
- If the matter remains unresolved, the complaint may be escalated to, Chief Executive Officer (CEO).
- Acknowledgement will be sent within 5 working days and a response provided within 20 working days.
- The CEO’s decision will be considered final.

7. Confidentiality

All complaints will be handled with sensitivity. Information will only be shared with individuals involved in the investigation and resolution.

8. Monitoring and Learning

The Owl Centre Charity will record, monitor, and review complaints to identify themes and ensure continuous improvement.

9. External Escalation

If a complainant remains dissatisfied after exhausting the internal process, they may contact:
- The Charity Commission (England & Wales).

10. Review of Policy

This policy will be reviewed annually by the Board of Trustees or earlier if required by changes in legislation or organisational needs.