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.