Complaints and Grievance Policy

1. Introduction
Calmer Soul is committed to providing a positive and supportive environment for all staff, volunteers, facilitators, and participants in our online wellbeing support Huddles. We recognise that concerns or grievances may arise and are dedicated to addressing them in a fair, transparent, and timely manner.

2. Scope
This policy applies to all:

  • Staff members (permanent, temporary, or contract-based)

  • Volunteers

  • Huddle facilitators and support personnel

  • Participants in online support Huddles, workshops, and events

  • Third-party collaborators

3. Principles
Our complaints and grievance process is guided by the following principles:

  • Fairness – All complaints and grievances will be handled impartially and objectively.

  • Confidentiality – Information related to complaints will be kept confidential to the extent possible.

  • Accessibility – Individuals can raise concerns without fear of retaliation.

  • Resolution-Oriented – We aim to resolve issues constructively, focusing on positive outcomes.

  • Timeliness – All complaints will be acknowledged and handled promptly.

4. Informal Resolution

  • Wherever possible, individuals are encouraged to address concerns informally by speaking directly to the relevant person.

  • If an informal approach does not resolve the issue, the formal complaints procedure should be followed.

5. Formal Complaints Procedure
Step 1: Submitting a Complaint

  • Complaints should be submitted in writing to [email protected], including relevant details and any supporting evidence.

  • Complaints should be raised within a reasonable timeframe of the incident occurring.

Step 2: Acknowledgement and Investigation

  • The complaint will be acknowledged within five working days.

  • An impartial person will be appointed to investigate the complaint.

  • The complainant may be asked for further details or supporting information.

Step 3: Resolution and Outcome

  • A response will be provided within 20 working days of receiving the complaint.

  • If more time is needed, the complainant will be informed of the expected timeline.

  • The outcome may include corrective actions, mediation, or other resolutions as appropriate.

6. Appeal Process

  • If the complainant is not satisfied with the outcome, they may submit an appeal in writing within 10 working days of receiving the decision.

  • The appeal will be reviewed by a senior representative not involved in the original investigation.

  • A final decision will be communicated within 20 working days.

7. External Escalation
If the complainant remains dissatisfied after the appeal, they may seek independent advice or escalate the matter to an appropriate external body where applicable.

8. Record-Keeping

  • All complaints and grievances will be documented securely.

  • Records will be maintained for monitoring and continuous improvement.

9. Policy Review

  • This policy is reviewed annually or as necessary to ensure it remains effective and up to date.

  • Feedback from staff, volunteers, and participants is welcomed for policy improvements.

This policy is effective as of 1 January 2025 and applies to all individuals engaging with Calmer Soul.