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, anyone who support a service user and a representative of the service user 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 3 years of the service being provided or the event in which the complaint is about. This can be extended outside of this limit if deemed to be in the pubic interest.
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)
Stage 1 – Informal Complaints or Expressions of Dissatisfaction
A service user, or a person authorised by a service user, has the right to make a formal complaint, but it is often quicker and easier if the problem can be resolved informally.
An informal complaint or an expression of dissatisfaction may be made verbally, by letter, telephone or email, to any member of staff. KASP can provide help to fill in the complaint and take the complainant through the process or answer any questions if required (Standard 9 – COSCA).
This stage may be used to advise a member of staff of a particular problem, allowing them to resolve the matter first hand. This may involve:
- Mediation and conciliation
- Explaining policies or decisions
- Helping the complainant to express their views
The member of staff will take an accurate note of the details of the complaint, what solution is being sought, and will let the complainant know when the matter is expected to be resolved.
The member of staff will inform the complainant about the action to be taken if the complaint cannot be resolved immediately.
Complaints will be acknowledged within 5 working days and the complainant advised of the outcome within 10 working days wherever possible.
Stage 2 – Formal Complaints
Formal complaints must be made in writing to the Manager of KASP, and marked Private and Confidential. (KASP can provide support to assist the complainant to fill in the form if required or the complainant can seek help from an external agency e.g. local advocacy services, contact details can be provided by KASP if required.) (Standard 9a & b – COSCA).
The formal complaint should provide as much information as possible about the incident/complaint, and how the complainant would like to see it resolved.
The Manager of KASP may assign a member/members (Standard 12a – COSCA) of staff, if appropriate, to investigate the complaint and attempt to resolve it. Anyone appointed to investigate a complaint, who may have a conflict of interest should withdraw from the investigation and inform the Manager of said conflict of interest.
It may be that the complaint is of a nature that would be better handled by someone independent of KASP, if this is the case, KASP will ensure that we have an arrangement with another agency to complete this. (Standard 12a and b – COSCA).
Whether or not the complaint is handled internally by KASP or externally by another agency, the complainant is required to give permission for confidential information, pertinent to the complaint, to be disclosed by all parties cited in the complaint to be given to those involved in handling the complaint. (Standard 13d COSCA)
The person appointed to investigate a complaint will act impartially and independently of the complainant and of the service concerned. They will act confidentially in the handling of the complaint.
The complaint will be investigated and will include an offer to the complainant to attend an interview. Should an interview be required, arrangements will be confirmed in writing with the following details:
- The place and time of the proposed interview
- Attendees of the interview
- The complainant’s option to be accompanied by another person at the interview; and
- Confirmation that the meeting will be recorded in writing and a record kept on file.
KASP will ensure that those included in the complaint will not come into contact with each other as part of the investigation.
In the event that the Manager is the focus of the complaint, the formal complaints procedure will be conducted by a Trustee of KASP, delegated by the Chair of the Trustees.
If during the course of an investigation it becomes apparent that disciplinary action may be necessary, this will be dealt with by following KASP Disciplinary Procedure.
The complainant will be informed of the outcome in writing with a summary of the investigation which has been carried out, and any action taken or proposed to resolve the complaint.
All formal complaints will be acknowledged in writing within 3 working days. KASP will, where practical, will respond to the complainant and the accused (Standard 24a COSCA) following an investigation of the complaint within 15 working days of the complaint being received.
KASP has the right to seek legal or other specialist advice. Where it is not possible to complete an investigation of a complaint within the aforementioned time limit, KASP will write to the complainant to advise of an alternative timescale. All complaint investigations will be completed within 6 months of receipt of the complaint, however, should legal action be in progress concerning the subject matter of the complaint, the procedure may be halted until any legal process is complete. (Standard 24 COSCA)
The complaints manager may use their discretion to adjourn or put the complaint into recess taking account of time restraints and confidentiality. Within a reasonable time, the process will be re-started at the point which it was stopped. (Standard 15 COSCA)
If the complaint is upheld, this will be communicated to the complainant and the accused and may include:
- Appropriate re-training
- Disciplinary action
KASP’s Board will impose, monitor, communicate and remove sanctions when they have been fulfilled. (standard 22 b,c & d)
Stage 3 – Appeals
If the complaint is not resolved to the satisfaction of the complainant, they may appeal in writing to the Chair of KASP within 10 working days of receipt of the decision. (Standard 23 – COSCA).
The appeal must be in writing and should be addressed to the Chair of KASP. The appeal must set out why the complainant is dissatisfied with the original decision.
Any member of staff, volunteer or student concerned in the complaint will be informed of the appeal.
The Trustee, or where appropriate a member of staff designated by the Trustee, will consider the appeal. The Boards decision will be final.
In the event that the Manager is the focus of the complaint, the appeal procedure will be conducted by one or more delegated KASP Trustees, none of whom will have been involved in any earlier stage of the complaints procedure.
The Manager or the person dealing with the appeal will acknowledge receipt of the appeal within 5 working days.
The person dealing with the appeal will notify the complainant of their decision within 28 days of receipt of the appeal. The decision will be final.
Once the investigation has been completed, and the appeals procedure has been exhausted, an outcome report will be submitted to COSCA within one month. (the regulating body for KASP). A copy of this report can be found at www.cosca.org.uk under complaints. COSCA will publish upheld complaints and sanctions regarding COSCA individual members or member organisations. Standard 26a, b & c – COSCA).
Within one month of the investigation being completed, the complainant can request a procedural review from COSCA. This means that COSCA will verify that KASP’s complaints procedure was followed, that it was lawful, reasonable and properly explained. COSCA can be contacted either by emailing info@cosca.org.uk or writing to 16 Melville Terrace, Stirling, FK8 2NE or by telephoning 01786 475140. (Standard 25 a, b, c d &e COSCA)
(Standard 26 c, d & e COSCA)
If the accused is a former worker of KASP, an outcome report will be still be sent to COSCA but there will be no sanctions published. If the former employee is still a member of COSCA, COSCA may investigate under their system for dealing with information about members. (COSCA Standard 4 c & d)
Stage 4 – Recording and Monitoring Complaints
Any complaint will be (where appropriate) will be forwarded to COSCA. If the counsellor is a member of COSCA they may be investigated by COSCA under COSCA’s whistleblowing policy.
All complaints will be recorded and monitored. This will assist KASP to understand service users’ views and the improvements they would like to see. For each complaint a record will be kept of:
- The note taken by the member of staff complained to at the informal resolution stage
- The written record of the formal complaints procedure
- The written record of any appeal
- All correspondence with the complainant.
Records will also include:
- The number and type of complaints
- How quickly they were dealt with
- The action taken as a result of a complaint
- Any changes to services made as a result of a complaint
5. Confidentiality
All complaints are treated confidentially. Only persons dealing with complaints and, if the complaint is about a specific member(s) of staff, then the staff member(s) involved will be aware that a complaint has been received and is being dealt with.
6. Anonymous Complaints
Anonymous complaints may be reported, investigated or acted upon as the person receiving the complaint sees fit having regard to the seriousness of the issue raised, the credibility of the complaint, the prospects of being able to investigate the matter, and fairness to any individual mentioned in the complaint. We do, however, encourage those who complain to say who they are so that we can respond fully to the complaint and let them know the outcome.
Anonymous complaints will be progressed appropriately in the light of the information provided, however, the lack of knowledge of the identity of the complainant will restrict the ability of KASP to deal effectively with a complaint or to inform the complainant of the outcome.
7. Aggressive or Obsessive Complaints
We want to deal fairly and honestly with complainants and to ensure that other service users, staff and KASP as a whole do not suffer detriment from persons making vexatious (troublesome or aggravating) complaints. The Manager will refer complaints which they consider vexatious to the Board of Trustees of KASP, who will decide whether such complaints are to be treated as being vexatious. If so, the Chair of KASP will write to the complainant advising that the complaint is to be treated as vexatious. If necessary, the Trustees may request that KASP’s solicitor write to the vexatious complainant to inform them that their behaviour is considered to be unacceptable.
8. Contact details for KASP
The Manager
Kingdom Abuse Survivors Project
182A The Esplanade
Kirkcaldy
Fife KY1 1RE
Email: joy@kasp.org.uk
Telephone: 01592 644217
9. Policy Review
KASP will review this policy every three years and when there are relevant changes in legislation or circumstances.
Reviewed April 2026
