Complaints Procedure

We welcome feedback and recognise that complaints can help us improve our services, policies and practices.

We aim to deal with complaints fairly, respectfully and as quickly as possible.

What is a complaint?

A complaint is any expression of dissatisfaction about Tara Centre’s services, activities, staff, volunteers, Directors or representatives.

How to make a complaint

Complaints may be made in writing, by email, by telephone or in person.

Email: elham@taracentrelancaster.org.uk

If your complaint relates to the Managing Director, you may contact another Director directly:

Kay Johnson – foodwisetraining@yahoo.co.uk

Robin Eyre – robinrubyeyre@googlemail.com

We will make reasonable adjustments where needed to help people raise concerns or make a complaint.

Receiving Complaints

The person receiving a complaint should:

• Record the details of the complaint.
• Take the complainant’s contact details.
• Explain what will happen next and the likely timescale.
• Where appropriate, invite the complainant to provide a written account in their own words.

Stage One

Complaints will normally be acknowledged within five working days and recorded in the Complaints Log.

Complaints will usually be investigated by a Director who is not directly involved in the matter being complained about. Where a complaint relates to a Director, another Director will lead the investigation.

The person handling the complaint will investigate the matter, speak with those involved where necessary, and decide what action should be taken.

We aim to provide a full response within one month. Where this is not possible, the complainant will be informed of progress and given an updated timescale.

The response will outline the findings of the investigation and any action taken as a result.

Stage Two

If the complainant is dissatisfied with the Stage One response, they may request a review by the Board of Directors.

The review request will normally be acknowledged within five working days.

The Board may review relevant records, speak with those involved and consider whether the complaint was handled fairly and appropriately.

We aim to provide a response within one month. Where additional time is required, the complainant will be kept informed.

The decision reached at this stage will normally be final.

Safeguarding Concerns

Safeguarding concerns may be managed under the Safeguarding Policy and referred to external agencies where appropriate.

Confidentiality

Information relating to complaints will be handled sensitively and shared only with those who need the information in order to investigate and respond appropriately.

Variation of Procedure

In exceptional circumstances, the Board may vary this procedure where necessary to ensure a fair and impartial investigation.

Monitoring and Learning

Complaints are reviewed annually to identify learning, improve practice and reduce the likelihood of similar issues arising in future.

Review Date: November 2026