COMPLAINTS POLICY

1. Purpose of This Policy

This policy explains how individuals can raise concerns or complaints about the charity and how we will respond. It ensures complaints are handled:

  • Fairly

  • Promptly

  • Transparently

  • In line with charity best practice and UK regulatory expectations

It supports our commitment to accountability and continuous improvement.

2. Who This Policy Applies To

This policy applies to complaints from:

  • Participants and audiences

  • Artists, freelancers, and partners

  • Donors and supporters

  • Members of the public

Internal staff or volunteer grievances should follow the charity’s HR procedures, not this policy.

3. What Counts as a Complaint

A complaint is any expression of dissatisfaction about:

  • Our services or programmes

  • The behaviour of staff, volunteers, or representatives

  • How we have used personal data

  • Fundraising practices

  • Decisions made by the charity

Complaints may be made verbally, in writing, or via email or social media.

4. How to Make a Complaint

People can make a complaint by contacting:

Email: info@southpaw.org.uk Post: Sheepfolds Stables, Easington Street, Sunderland, SR5 1BA

To help us respond quickly, complainants should include:

  • What happened

  • When it happened

  • Who was involved

  • What outcome they are seeking

We will acknowledge all complaints within 5 working days.

5. Our Complaints Process

Stage 1 – Informal Resolution

Handled by the relevant staff member or project lead.

We will:

  • Listen and understand the issue

  • Offer a prompt explanation or solution

  • Record the concern

If the complainant is not satisfied, they may request a formal review.

Stage 2 – Formal Complaint

Handled by a senior manager or trustee.

We will:

  • Acknowledge the complaint within 5 working days

  • Investigate the issue, including speaking to those involved

  • Review relevant documents or policies

  • Provide a written response within 20 working days

If more time is needed, we will explain why and give a new timescale.

Stage 3 – Trustee Review

If the complainant remains dissatisfied, they may request a review by the Board of Trustees.

The trustees will:

  • Re-examine the complaint and the investigation

  • Consider whether procedures were followed correctly

  • Provide a final written response within 30 working days

This is the final stage of the charity’s internal process.

6. If You Are Still Not Satisfied

If the complaint relates to:

  • Fundraising — complainants may contact the Fundraising Regulator

  • Data protection — complainants may contact the Information Commissioner’s Office (ICO)

  • Serious governance concerns — complainants may contact the Charity Commission

We will provide contact details on request.

7. Safeguarding Concerns

Any complaint involving:

  • A child

  • A vulnerable adult

  • A safeguarding risk

…must be escalated immediately to the Safeguarding Lead and handled under the charity’s Safeguarding Policy.

8. Confidentiality and Data Protection

We will:

  • Treat complaints confidentially

  • Share information only with those who need to know

  • Store complaint records securely

  • Handle personal data in line with our Privacy Notice and UK GDPR

9. Anonymous Complaints

We will consider anonymous complaints, but our ability to investigate may be limited.

10. Unreasonable or Vexatious Complaints

We may restrict communication if a complainant:

  • Repeatedly raises the same issue

  • Uses abusive or threatening language

  • Refuses to engage with the process

Any such decision will be approved by a trustee.

11. Learning and Improvement

We review complaints regularly to:

  • Identify patterns

  • Improve our services

  • Strengthen policies and procedures

A summary of complaints may be reported to trustees annually.

12. Review of This Policy

This policy will be reviewed every two years or sooner if:

  • Legislation changes

  • A serious complaint highlights a need for revision

Updated 13th June 2026