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JTW-JME-06 Justice, Trade & Work Justice & Market Ethics CORE Excellence v2.9.7

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.

Compliance 5
  • Triage decision tree (Service vs Safeguarding vs Whistleblowing)
    Process Essential
  • Anonymisation standard and DPO/DSL approval
    Data Protection Essential
  • Compliance with Equality Act 2010 (Reasonable Adjustments)
    Accessibility Essential
  • Anti‑retaliation protections for complainants and staff
    Protection Essential
  • Integration with risk register and Serious Incident Reporting (SIR)
    Risk Management Important
Good 4
  • Documented complaints policy with broad definition
    Documentation Essential
  • Policy is code-compliant (ISO/Ombudsman/Sector)
    Compliance Essential
  • Two‑stage process with defined independent appeal at Stage 2
    Governance Essential
  • External signposting (Ombudsman/Regulator/ICO)
    Signposting Essential
Better 4
  • Publish anonymised learning log quarterly (or biannually if low volume)
    Transparency Essential
  • Annual self‑assessment against chosen code
    Assessment Important
  • Action plans from learning log with effectiveness reviews
    Continuous Improvement High
  • Publish annual self-assessment against code
    Transparency High
Best 3
  • Policy exceeds code requirements (e.g. trauma-informed)
    Excellence High
  • Independent oversight (e.g. external reviewer)
    Transparency High
  • Measure and publish complainant satisfaction
    Stakeholder Engagement High

Related Criteria

JTW-JME-01 Independent Maẓālim panel active JTW-JME-02 Dispute resolution timeliness JTW-JME-03 Restorative-justice policy JTW-JME-04 Whistleblowing protection tested (Speak‑Up) JTW-JME-05 Staff awareness of grievance mechanism
Version
2.9.7 2025-11-05

Discussion (1)

Administrator 2026-03-07 11:07:55.205348

📋 **Version updated: 1.0.0 → 2.9.7** **Changes:** Updated islamic_references from mizan-297.json

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