Service Users’ Complaints Policy

1 Introduction

Kingdom Abuse Survivors Project (KASP) aims to provide a high quality standard of service. If we fail to do this, it is important that we know about it. This will enable us, not only to deal with the specific problem, but also help us to improve our quality of service in a no blame culture.

This policy is for use by KASP service users only. Any KASP member of staff, volunteer or student should use the grievance or complaints policy applicable to them (see the Grievance, Volunteers and Student Placement Policies).

2 Policy Aims

We will treat a complaint as any expression of dissatisfaction about the standard or quality of service, action or lack of action by KASP or its staff which affects a service user or a group of service users.

Our procedure is based on four key principles:

We will be responsive – taking complaints seriously and offering those who complain a clear response to their complaint within defined time limits.

We will seek to improve services – by providing an opportunity to amend, reflect on, and improve the services provided by KASP.

Our procedure will be easily understood – straightforward to use, accepting either spoken or written complaints.

Our procedure will be well managed – fair and objective, aimed at resolving problems as quickly as possible in a manner which respects confidentiality.

3 The Procedure

Complaints must be made within 6 months of the service being provided or the event in which the complaint is about.  

If any complaint involves an employee, volunteer or student at KASP they will be informed of the existence of the complaint and given the details of the nature of it. They will be entitled to respond to the complaint both in writing and in person, and to be accompanied by a Trade Union Representative or work colleague at any meeting, which will be held separately from any meeting with the complainant. If that employee is no longer with KASP, they will be offered the opportunity to represent their own interests.  The outcome of any investigation will be used to identify anything within the organisation that may prevent another complaint of the same nature  (Standard No.4 – COSCA).

If the complainant decides to withdraw the complaint or decides not to participate in the complaint procedure without good reason, the complaint may be discontinued.  (Standard 16 – COSCA).

Reviewed May 2025