Complaint handling policy


Aims of this policy

This policy sets out the process that I Can Be follows to handle and resolve any complaints we receive. We aim for any complaint to be:

  • dealt with as quickly as possible

  • handled fairly and courteously

  • investigated fully.

Scope of this policy

This policy applies to any complaint that is made about I Can Be or anyone who works for, or on behalf of, the Charity.

I Can Be aims to provide the best possible service, support and experience for anyone who is involved with the Charity and our work. We welcome comments and suggestions about how we can improve our programmes, processes and procedures.

If anyone wants to raise an issue or concern about I Can Be or our work, they have the right to make a complaint.

Complaint handling procedure

We follow a three-stage procedure to handle any complaint we receive.

Stage 1: Informal complaint

A person should tell I Can Be about their concerns in one of the following ways:

A member of I Can Be staff will try to resolve the matter immediately and informally. However, if that is not possible, the person will be asked if they want to make a formal complaint.

Stage 2: Formal complaint

If the person wants to proceed with a formal complaint, they need to put their concerns in writing and send it to I Can Be (via post or email and marked as ‘Private and confidential’).

I Can Be will acknowledge the complaint in writing or by telephone within 7 working days. I Can Be will then aim to resolve the complaint within 21 working days.

If any timescales cannot be met, I Can Be will explain that there will be a delay, the reason for the delay and the new target timescale for responding to the complaint.

Where it is appropriate, I Can Be will make a written apology and agree any further action that is needed to address the cause of the complaint.

Stage 3: Appeal

If a person is not satisfied by the response to their formal complaint, they can make an appeal. The appeal will be handled by the Director of I Can Be. The Director will carry out an investigation and present their findings to the Board of Trustees. The Director will then respond to the person who made the complaint within 28 working days. The Director’s response will be final.

If the person is still not satisfied with I Can Be’s response to their complaint, they can contact a relevant regulator, such as the:

Recording complaints

I Can Be will keep a record of all complaints we receive, including:

  • the date we received the complaint

  • the details of the complaint

  • the details and outcome of any investigation we undertake

  • any response made by I Can Be

  • copies of any communications about the complaint.

I Can Be will keep all records relating to a complaint for at least 24 months from the date on which the complaint was made, unless a person asks us to delete their information sooner.

We will monitor the number and scope of complaints we receive at least once a year, to learn from issues and concerns that arise.