Policy Statement

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AMBIT Youth Ltd is committed to delivering high-quality, safe, and inclusive services for children, young people, families, schools, partners, and the wider community. We welcome feedback and view complaints as an opportunity to learn, improve, and strengthen our practice.

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This policy outlines how complaints can be made, how they will be handled, and the timescales for response.

 

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Scope of This Policy

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This policy applies to complaints made by:

• Children and young people

• Parents and carers

• Staff and volunteers

• Partner organisations and schools

• Members of the public

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This policy does not replace safeguarding procedures. Any safeguarding concerns will be managed in line with the Safeguarding Policy.

 

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Principles

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AMBIT Youth Ltd is committed to ensuring that complaints are:

• Taken seriously

• Handled fairly and consistently

• Managed confidentially where appropriate

• Resolved as quickly as possible

• Used to improve services and practice

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We will ensure that no individual is treated unfairly or disadvantaged for making a complaint.

 

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Informal Resolution

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Where possible, concerns should first be raised informally with the relevant staff member or Site Leader. Many concerns can be resolved quickly through open discussion.

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If the issue cannot be resolved informally, a formal complaint may be made.

 

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Formal Complaints Procedure

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Stage 1 – Written Complaint

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Complaints should be submitted in writing (email or letter) to the Service Delivery Manager. The complaint should include:

• The name and contact details of the complainant

• A clear description of the issue

• Any relevant dates, times, and names

• The outcome being sought

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The complainant will receive acknowledgment within 5 working days.

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An investigation will be carried out and a written response provided within 15 working days. If additional time is required, the complainant will be informed of the reason and expected timescale.

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Stage 2 – Review

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If the complainant is not satisfied with the outcome, they may request a review. The review will be conducted by a senior leader or trustee not previously involved in the matter.

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A final written response will normally be issued within 15 working days of the review request.

 

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Complaints Involving Safeguarding

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If a complaint involves a safeguarding concern, it will be referred immediately to the Designated Safeguarding Lead and managed in line with safeguarding procedures. Where necessary, external agencies may be informed.

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Confidentiality and Data Protection

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All complaints will be handled sensitively and in accordance with the organisation’s Privacy and Data Protection Policy. Information will only be shared on a need-to-know basis.

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Records of complaints will be stored securely.

 

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Anonymous Complaints

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Anonymous complaints will be considered at the organisation’s discretion. However, investigation may be limited where insufficient information is provided.

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Vexatious or Malicious Complaints

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If a complaint is found to be knowingly false, malicious, or vexatious, appropriate action may be taken in line with organisational procedures.

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Escalation to External Bodies

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If a complainant remains dissatisfied, they may choose to contact:

• The relevant Local Authority (where services are commissioned)

• The Charity Commission (if applicable)

• Ofsted (where relevant to regulated provision)

 

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Monitoring and Learning

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AMBIT Youth Ltd will:

• Record and monitor complaints

• Identify trends or recurring issues

• Use feedback to improve policies, training, and service delivery

 

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Policy Review

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This policy will be reviewed annually or in response to organisational or legislative changes.

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Last Review Date: September 2025