Code-compliant complaints policy; learning log published
Assesses whether the organization has a complaints policy compliant with recognized codes (e.g., ISO 10002; Housing Ombudsman Code; Charity Commission guidance) and publishes a log of lessons learned. The policy must include a triage decision tree distinguishing: (1) service complaints, (2) safeguarding/SEA/PSEA allegations (immediate referral to DSL), and (3) whistleblowing/protected disclosures. The public learning log must be aggregate and anonymised to demonstrate transparency while protecting privacy. Where legal or safeguarding constraints apply, publish aggregated thematic learning only.
| Metric | Complaints handling performance |
|---|---|
| Target | As per KPI list (≥95% ack, ≥85% res, ≥90% actions, annual pub) |
| Frequency | Quarterly |
| Method | Monthly dashboard + quarterly board reporting |
| Unit | Composite |
Level 1: Initial/Ad-hoc
Complaints are handled on an ad-hoc basis with no formal, documented policy.
Level 2: Developing
A basic complaints policy exists but is not compliant with a recognized code. It is inconsistently applied, and there is no systematic learning from complaints.
Level 3: Established
A formal complaints policy compliant with a recognized code is in place. Complaints are recorded with outcomes, but analysis is ad-hoc and no structured 'lessons/actions' register exists.
Level 4: Advanced
The compliant policy is fully embedded. A structured internal lessons/actions register is actively maintained with owners, due dates, and effectiveness checks. An annual complaints report is produced.
Level 5: Optimizing
In addition to Level 4, the organization publishes the anonymised learning log at least quarterly (or biannually if low volume) and publishes an annual complaints report + code self-assessment, demonstrating exemplary transparency.
Organisation Types
By Organisation Size
| Size | Applicability | Notes |
|---|---|---|
| Micro | exempt | Disproportionate; a simple contact method for grievances suffices rather than ISO-compliant policies and published logs. |
| Small | partial | Basic documented complaints policy is required, but strict code compliance, complex triage trees, and published learning logs are disproportionate. |
| Medium | partial | Requires a formal policy and clear triage (safeguarding vs complaints), but publishing public learning logs can be scaled down to internal trustee reporting. |
| Large | full | |
| Major | full |
Applicable When
- The organization interacts with stakeholders (beneficiaries, customers, members, employees)
- The organization has processes that could be subject to complaints
Not Applicable When
- The organization's services are exclusively for a closed, pre-defined group of internal members (e.g., a private trust or family endowment) and it has no public-facing service delivery.
- The organization is an informal, unincorporated association (e.g., a local study circle) with no legal entity status, employees, or formal membership structure.
- The organization's sole function is the passive aggregation and publication of information, and it does not provide direct services, advice, or case management to individuals.
Discussion (1)
📋 **Version updated: 1.0.0 → 2.9.7** **Changes:** Updated islamic_references from mizan-297.json
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