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Complaints Policy 

1. Purpose and Commitment

1.1 This policy outlines how Legacy Centre of Excellence COE (“legacy COE”) address and resolve complaints in a fair, transparent, and timely manner.
1.2 We are committed to continuous improvement and use complaints as learning opportunities to improve our services, spaces, and relationships.
1.3 All complaints will be treated seriously, confidentially, and respectfully, in accordance with data protection and safeguarding principles.

 

2. What is a Complaint?

2.1 A complaint is defined as any expression of dissatisfaction related to the organisation’s services, personnel, safety, communications, conduct, or facilities.
2.2 This includes, but is not limited to:

  • Poor service delivery or communication

  • Unsafe conditions at events or premises

  • Discrimination, harassment, or safeguarding concerns

  • Disagreements or disputes with staff, contractors, or representatives

  • Any breach of policy or unethical behaviour

 

3. Who Can Complain?

3.1 Complaints can be made by:

  • Attendees, service users, or clients

  • Employees, volunteers, contractors, or freelancers

  • Parents/carers of young participants

  • Members of the public affected by our activities

  • Any person with reasonable interest in our conduct

 

4. How to Make a Complaint

4.1 Complaints to be directed to Legacy COE Operations Manager Omar Buchanan to be submitted through the following channels:

  • Email: Omar.Buchanan@legacycoe.co.uk

  • Post: Legacy Centre of Excellence, 144 Potters Lane, Birmingham B6 4UU

  • Phone: 0121 448 8910.

  • In Person: Ask to speak to the Operations Manager or a designated senior staff member

 

4.2 Please provide:

  • A description of the issue, including relevant dates, people, and locations

  • Any supporting evidence (screenshots, emails, photos)

  • What outcome or resolution you are seeking

 

5. Complaints Handling Procedure

5.1 The complaints procedure (“Complaints Procedure”) is as follows:

5.1.1 The complainant submits their complaint in accordance with Section 4: How to Make a Complaint.

5.1.2 The Operations Manager will acknowledge receipt of the complaint within fifteen (15) business days.

5.1.3 The Operations Manager will determine whether the complaint falls within the definition outlined in Section 2. They may seek clarification or further information as required. If the complaint is better handled by another agency (e.g., police or external provider), the complainant will be directed accordingly.

5.1.4 Once it is established that the complaint falls within this policy, the Operations Manager will provide an explanation of how the complaint will be addressed. This may include referring the matter to a more appropriate member of staff, board member, or official for review and resolution.

5.1.5 If the issue is complex or sensitive, the Operations Manager may initiate a formal investigation or appoint an impartial Appointed Investigator (such as another staff member or board representative) to lead it.

5.1.6 The Investigation will include:

  • 5.1.6.1 A written statement from the complainant.

  • 5.1.6.2 Statements from any witnesses or relevant third parties.

  • 5.1.6.3 Review of any relevant documentation or evidence (“Documentary Evidence”).

5.1.7 The Operations Manager or Appointed Investigator will compile a written report containing:

  • (i) Summary of evidence gathered.

  • (ii) Investigation findings.

  • (iii) Final outcome.

  • (iv) The organisation’s response and any actions to be taken (“the Report”).

5.1.8 The Operations Manager or Appointed Investigator will action the response and implement the Outcome as outlined in the Report.

5.1.9 Where an investigation and report are required, the organisation will aim to provide the final report to the complainant within two months of the initial complaint and to implement the Outcome promptly thereafter.

 

6. Rights and Discretion

6.1 Complainants retain the right to pursue any legal, statutory, or contractual avenues available to them outside this internal procedure.

6.2 A complaint may be withdrawn by the complainant at any stage, in which case the complaints process will be closed unless there is a legal, safeguarding, or policy reason to proceed.

6.3 All complaints will be treated in confidence. Information will only be shared on a need-to-know basis in line with data protection and safeguarding legislation.

6.4 The organisation reserves the right to decline to engage with complaints deemed to be deliberately vexatious, abusive, or part of a pattern of unreasonable conduct. This determination will only be made after review by senior leadership.

 

 

6.5 The organisation may amend this policy at any time, particularly in response to changes in legislation, structure, or best practice guidance. Notice of substantive changes will be communicated where appropriate.

 

7. Safeguarding and Serious Incidents

7.1 Any complaint involving allegations of abuse, discrimination, or safeguarding will follow the organisation’s Safeguarding Policy. Immediate protective measures may be taken.

 

8. Unacceptable Behaviour

8.1 The organisation reserves the right to restrict contact with complainants who act unreasonably, are abusive, or submit repeated unfounded complaints.

 

9. Policy Review

9.1 This policy will be reviewed annually, or sooner if legal, operational, or structural changes occur.

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