Complaints Procedure

Duty of care:

  • Make (Good) Trouble treats all complaints positively and seriously.
  • We make it as easy as possible for individuals to complain.
  • If necessary, we will provide support for an individual to make a complaint.
  • We endeavour to handle complaints quickly and effectively.
  • We endeavour to keep the complainant informed and involved.

Steps involved in making and, where necessary, escalating a complaint:

  1. You notice an issue or problem. If something goes wrong, you should contact your line manager (or relevant manager) straight away to give them a chance to put things right. Do this as soon as you notice the issue. You can make a complaint in person, by email, in writing or on the phone.
  1. Log the complaint. If it can’t be easily resolved, you should make sure you log a formal complaint, rather than just talking to them about your problem. Start by explaining what the problem is and what you want them to do about it. The manager will be able to advise you on the next steps.
  2. Supply evidence for your complaint. We recommend that you write down the time and date of your calls, the names of the people you speak to and the details of what was said. If it’s a complex problem, then it’s a good idea to send a follow-up email or letter, so that you have a record of all the communication. This means there’s no room for confusion. Your manager may ask for more information to help them understand and resolve the problem. They’ll be able to tell you exactly what they need to make sure they can process it as quickly as possible.
  3. Allow your manager enough time to investigate. Your manager has six to eight weeks to resolve your complaint. This is to give them enough time to assess the situation and the evidence to find an appropriate resolution. During that time, they could contact you for more information. You can also contact them to track progress of your complaint. We recommend you get in touch if you haven’t heard anything after four weeks, just to check if your complaint has been received or is being processed. Your manager might reach a decision on your complaint at any time prior to the eight weeks. 

Download our Complaint Form

We are committed to reviewing our policy, its implementation, and good practice annually.

This policy was created: July 2021 
This policy will be reviewed: January 2022