Date Adopted: August 2025

Review Date: July 2026

1. Purpose

Lighthouse Dementia Support is committed to providing high-quality, compassionate services. We welcome feedback and take complaints seriously as opportunities to learn, improve, and uphold trust. This policy outlines how individuals can raise concerns and how we will respond.

2. Scope

This policy applies to:

• Carers, families, and beneficiaries
• Volunteers
• Staff and contractors
• Members of the public
• It covers complaints about:
• Service delivery
• Staff or volunteer conduct
• Communication or accessibility
• Governance or decision-making

It does not cover safeguarding concerns, which are handled under the Safeguarding Policy, or personal grievances from staff, which follow the Grievance Procedure.

3. Principles

• Complaints will be treated with respect, fairness, and confidentiality.
• We aim to resolve concerns quickly and informally where possible.
• Formal complaints will be investigated thoroughly and impartially.
• Complainants will not face retaliation or disadvantage.
• We will learn from complaints to improve our services.

4. Making a Complaint

a, Informal Complaints

We encourage individuals to raise concerns directly with the person involved or with the CEO. Many issues can be resolved quickly through conversation.

b. Formal Complaints

If informal resolution is not possible or appropriate, a formal complaint can be submitted:

• In writing (email or letter)
• Verbally (recorded by staff)
• Using the Complaints Form (available on request or via website)

Complaints should include:

• Name and contact details (unless anonymous)
• Description of the issue
• Date(s) and location(s)
• Desired outcome (if known)

5. Process and Timelines

Stage Action Timeline

• Acknowledgement CEO or Chair confirms receipt Within 5 working days
• Investigation Led by CEO or designated trustee Within 15 working days
• Response Written outcome provided Within 20 working days
• Appeal If dissatisfied, Chair of Trustees Within 10 working days 
• Final Decision Appeal reviewed and final response Within 15 working days
• If the complaint involves the CEO, it will be handled by the Chair of Trustees. If it involves a trustee, it will be handled by an independent trustee or external advisor.

6. Confidentiality and Record-Keeping

• All complaints will be handled confidentially and stored securely.
• A Complaints Log will be maintained by the CEO and reviewed quarterly by trustees.
• Anonymous complaints will be considered where sufficient detail is provided.

7. Learning and Improvement

• Complaints will be reviewed for patterns or recurring issues.
• Trustees will receive anonymised summaries annually.
• Actions taken in response to complaints will be documented and, where appropriate, shared with stakeholders.

8. Accessibility and Support

• Complaints can be submitted in writing, verbally, or via support staff.
• We will provide assistance for individuals with communication or cognitive challenges.
• Advocacy or support persons may assist in submitting complaints.

9. Policy Review

• This policy will be reviewed annually or sooner if legislation, best practice, or operational needs change.

Complaints Form