Complaints & Feedback
Moving MindSpace - Complaints & Feedback Policy (v1.1) Complaints Lead: Peter Dutton Email: peter.dutton@movingmindspace.com Approved by: Directors of Moving MindSpace Approval date: 09/10/2026 Next review: 09/10/2027 Policy reference: CF01 Document status: Approved / Operational
1. Purpose & Principles Moving MindSpace is committed to providing high-quality, compassionate, and trauma-informed services. We recognise that feedback, both positive and critical, is essential for growth and accountability. We encourage anyone who engages with our services to share their views so that we can learn, improve, and celebrate what works well.
We are committed to handling all complaints fairly, consistently, and without bias. Everyone has the right to raise a concern without fear of negative consequences, discrimination, or judgement. We will ensure that all complaints are treated with respect, understanding, and confidentiality.
2. Scope This policy applies to all Moving MindSpace services, including mentoring, counselling, training, community projects, and administrative operations. It covers children, young people, families, carers, staff, volunteers, contractors, and professionals who engage with us. All concerns and complaints will be handled fairly, promptly, and respectfully, in line with our trauma-informed approach.
Where information raised through a complaint indicates that a child, young person, or adult may be at risk of harm, safeguarding procedures take priority. The concern will be referred immediately in accordance with the Safeguarding & Child Protection Policy and will not wait for completion of the complaints process.
3. Compliments & Positive Feedback We value hearing about what we do well. Compliments and positive feedback help us recognise good practice and motivate our team. Positive feedback may be sent to any Director. We may share feedback appropriately during team or leadership discussions to reinforce good practice.
4. Giving Feedback or Raising a Concern We welcome feedback at any time. If you have a concern or wish to make a complaint, you can:
• Speak informally with the staff member or mentor involved, if you feel comfortable doing so. • Email peter.dutton@movingmindspace.com (Complaints Lead) to make a formal complaint. • If the complaint involves Peter Dutton, or if you prefer, contact another Director. • Ask someone to support you in making a complaint, including a carer, advocate, or professional. We will make reasonable adjustments to support anyone who may find it difficult to make a complaint, including accessible formats, communication adjustments, or assistance from a trusted person or advocate.
5. How We Handle Complaints Stage 1 - Informal Resolution
Where possible, we aim to resolve issues informally and quickly. The person receiving the concern will listen carefully, take notes where appropriate, and aim to resolve the matter within 5 working days.
Stage 2 - Formal Complaint
If the matter cannot be resolved informally, or the complainant wishes to make a formal complaint from the outset, the Complaints Lead will acknowledge receipt within 5 working days and provide a full response within 20 working days. If more time is needed, the complainant will be informed of the reason and the expected response date.
Stage 3 - Review by Another Director
If the complainant is not satisfied with the outcome, another Director who has not been responsible for the original response will independently review the complaint and provide a written response within 20 working days. If the complaint concerns a Director, it will be handled by another Director who is not the subject of the complaint and, where appropriate, external advice or oversight will be sought.
External Escalation
If a complainant remains dissatisfied after the internal review process, they may raise their concerns with the relevant commissioning body, Local Authority, or professional regulator, where applicable. Where services are commissioned by Oxfordshire County Council, the complainant may also use the relevant Council route where appropriate.
Timeframes Summary
• Informal resolution: aim within 5 working days. • Formal complaint acknowledgement: within 5 working days. • Formal complaint response: within 20 working days. • Review response: within 20 working days.
6. Confidentiality & Record Keeping All complaints will be treated with sensitivity and confidentiality. Information will only be shared with those who need it to investigate, respond, safeguard, meet legal duties, or support appropriate oversight. Records of complaints, decisions, correspondence, outcomes, and actions will be securely stored in accordance with the Data Protection & GDPR Policy and applicable retention requirements.
7. Anonymous & Third-Party Complaints We will consider anonymous complaints or complaints raised on behalf of someone else where there is sufficient information to consider the concern. Confidentiality, consent where appropriate, and safeguarding principles will be applied carefully to protect all parties. 8. Learning from Feedback We view complaints and feedback as opportunities for learning and improvement. Lessons learned will be considered by the Directors and Complaints Lead and shared appropriately with staff. Actions may include changes to training, communication, practice, supervision, procedures, or policies. Where appropriate, complainants will be informed of relevant actions arising from their complaint.
9. Monitoring & Review The Directors and Complaints Lead will review complaint themes and trends at least annually to identify areas for improvement. This policy will be reviewed each year, or sooner if legislation, commissioning requirements, safeguarding arrangements, or organisational needs change.
10. Policy Governance This policy is approved by the Directors of Moving MindSpace and reflects our commitment to transparency, accountability, accessibility, and continuous learning. All staff, mentors, contractors, and volunteers must understand and follow this procedure as relevant to their role.
Approved by: Directors of Moving MindSpace Approval date: 09/10/2026 Next review: 09/10/2027 Version: 1.1 Policy reference: CF01 Document status: Approved / Operational