1. Purpose of This Policy

Family Support Scotland is committed to providing safe, respectful, and high-quality support to all individuals and families who access our services.
We recognise that there may be times when someone feels unhappy with the support they received, a staff action, or a decision made by the organisation.

This policy explains:

how clients and staff can raise a complaint

how we will respond

timeframes

how complaints are investigated

what outcomes are available

how complaints are recorded

This ensures transparency, fairness, and professional accountability.

2. What Counts as a Complaint

A complaint may include concerns about:

behaviour of a staff member or volunteer

unfair or disrespectful treatment

breach of confidentiality

staff misconduct or boundary issues

disagreement with a decision

delays in receiving support

support quality

safeguarding concerns

inappropriate communication

discrimination or harassment

Complaints may be raised by:

clients

parents or guardians

staff

volunteers

partner organisations

3. Values Guiding the Complaints Process

Family Support Scotland’s process is:

✔ Transparent
✔ Fair
✔ Non-judgmental
✔ Confidential
✔ Respectful
✔ Timely
✔ Protective of everyone involved

No one will be punished for raising a genuine complaint.

4. Who Handles Complaints

Complaints are overseen by:

Chief Safeguarding & Wellbeing Lead

Co-Founder & Chief Family Support Advocate

Deputy Safeguarding Lead (if needed)

Safeguarding-related complaints automatically trigger safeguarding procedures.

5. How to Make a Complaint

A complaint can be made through:

Direct message to a staff member

Staff providing the complaints form

Dedicated complaints channel (if applicable)

Email (optional)

Written letter (physical copy)

Incident form submitted by staff on behalf of client

Complaints may be:

✔ verbal
✔ written
✔ formal
✔ informal

If the client struggles to write, staff may help them record it in their own words.

6. Complaints Handling Procedure

Step 1 — Receipt of Complaint

Complaint is received by any staff member

Logged immediately in the Complaints Register

Acknowledged within 48 hours

Step 2 — Initial Review

Handled by the Chief Safeguarding Lead or Family Support Advocate.

They will:

read the complaint

assess the seriousness

determine if it involves safeguarding

assign an investigator

Step 3 — Investigation

Investigator may:

review communication logs

speak to involved staff

gather evidence

clarify details with the complainant (if needed)

Investigations are fair, neutral, and confidential.

Step 4 — Decision

Within 14 days, the organisation provides:

summary of investigation

decision/outcome

any actions taken

Step 5 — Actions Taken

Possible outcomes:

explanation or reassurance

apology

mediation

staff retraining

change of support worker

role adjustment

formal warning

temporary suspension

removal from organisation

referral to safeguarding authorities (if needed)

Step 6 — Appeal (Optional)

A complainant may request a review if they feel:

the decision was unfair

evidence was missed

investigation was biased

Appeals are reviewed by a Founder not involved in the original decision.

7. Complaints That Involve Safeguarding

If a complaint relates to:

risk of harm

inappropriate staff behaviour

boundary crossing

breach of safeguarding

abuse

grooming concerns

→ It becomes a Safeguarding Concern
→ Safeguarding Protocol overrides this policy
→ Investigation may be immediate
→ External agencies may be contacted

Safety ALWAYS comes first.

8. Anonymous Complaints

We accept anonymous complaints.

Limitations:

we may be unable to investigate fully

evidence may be limited

But the concern will always be reviewed.

9. Malicious or False Complaints

If a complaint is proven to be entirely false or malicious:

staff will record it

founders will review the case

action may be taken to protect staff

We approach this carefully — with no assumptions.

10. Confidentiality

All complaints:

are kept private

are stored securely

are not discussed outside authorised staff

follow the Confidentiality & GDPR policy

may be shared only if safety requires it

11. Recording & Data Retention

We record:

✔ date received
✔ who it involves
✔ summary of complaint
✔ actions taken
✔ outcome
✔ investigator name
✔ review date

Complaints are held securely for:

1 year for minor issues

5 years for safeguarding-related complaints

longer if legally required

12. Learning From Complaints

Family Support Scotland uses complaints to:

improve support services

strengthen training

address gaps in communication

keep staff accountable

refine policies

Complaints help us grow and improve.