A complaint is information about the gap between what we intend and what we delivered, and an organisation that receives few complaints is more likely to have made complaining difficult than to have made no mistakes.
We Are Frieda CIC · Ref CA-01 · Version 1.0 · Approved 1 September 2026
Next review September 2027
We make the route easy to find, we respond to the substance rather than to the tone, and we treat a complaint as a source of learning rather than as an attack to be managed.
We are also clear that complaint processes have historically been used to dismiss the concerns of Black women, disabled people and survivors as difficult or unreasonable, and that a person raising a concern about racism or discrimination frequently faces a higher evidential burden than the conduct they are complaining about. Our process is designed against that, and complaints alleging discrimination are handled at Stage 2 from the outset by a person who was not involved.
This policy covers complaints about the quality of training or consultancy, about the conduct of anyone working for us, about accessibility and adjustments, about discrimination or harassment, about administration, communication or billing, and about our handling of information.
It does not cover appeals against assessment decisions, which are dealt with under CA-02, allegations of malpractice, which are dealt with under CA-03, safeguarding concerns about a member of staff, which are dealt with under SG-04, or protected disclosures, which are dealt with under CA-04. Where a matter is raised under this policy but belongs elsewhere, we tell the person where it has been directed and why, on the day we redirect it.
By email to bennjoseph@wearefrieda.org.uk
By telephone on 07874 754421
In writing to 57 Corporation Street, Coventry, CV1 1GX
Or verbally to any member of the delivery team, who will record it and pass it on the same day.
A complaint does not have to be in writing, and nobody is required to use a form.
We ask for what happened, when, who was involved, what effect it has had, and what outcome the person is looking for, and where a person cannot provide all of that we proceed with what they can tell us. Reasonable adjustments are made to the process for anyone who needs them, including accepting a complaint through a representative, extending timescales, and holding meetings in an accessible way.
Complaints should ordinarily be raised within three months of the matter arising, and we accept later complaints where there is good reason, including where the person was unwell, was in crisis, or did not know the route.
Anonymous complaints are recorded and are considered, and we act on them where the information allows, while noting that we cannot ask questions or report back.
Most matters are resolved quickly by the person best placed to put them right. On receipt we acknowledge within three working days, name the person handling it, and respond in full within ten working days. Where the matter cannot be resolved in that time, we tell the person why, and give a date.
The response states what we have found, what we accept, what we do not and why, what we will do, and by when. Where we have got something wrong, we say so plainly and we apologise, and the apology is not conditional on the person accepting our account of the rest.
Where the person is not satisfied, or where the complaint concerns discrimination, the conduct of a director, or a matter of significant seriousness, it is considered at Stage 2 by a director who has had no previous involvement, or where no such director is available, by an independent person appointed for the purpose. The person requests Stage 2 within twenty working days of the Stage 1 response.
The review considers the original complaint, the Stage 1 handling and any new information, and may involve meeting the complainant, who may be accompanied. The outcome is sent in writing within twenty working days, stating the finding on each element, the reasoning, the action to be taken, and the routes available if the person remains dissatisfied.
Where a complaint concerns an accredited programme and the person remains dissatisfied after Stage 2, they may complain to OCN London under that organisation’s complaints procedure, and we provide the contact details and the reference for the case. Complaints about our handling of personal data may be taken to the Information Commissioner’s Office. Complaints alleging unlawful discrimination may be pursued through the Equality Advisory and Support Service or through legal advice. We tell people about these routes rather than waiting to be asked.
A complaint from a commissioning organisation is handled through the same stages, with the Stage 1 response given by the director holding the contract and the Stage 2 review conducted by another director or an independent reviewer. Where the complaint concerns delivery, the associate concerned is told, is given the opportunity to respond, and is supported through the process.
We deal with complaints without prejudice to the person’s continued participation in a programme or contract, and there is no detriment for having complained. We ask that complainants engage with our staff without abuse, and where behaviour becomes abusive we may restrict contact to a single named channel, which is recorded and explained in writing and does not stop the complaint being considered.
All complaints are recorded on the complaints log, including those resolved immediately, with the category, the outcome and the action taken. The log is reviewed quarterly for themes, and the board receives a report at each meeting covering volume, category, timeliness, outcomes and the changes made as a result. Where a complaint reveals a policy or process failing, the policy is amended and the amendment is recorded against the complaint, because the test of a complaints process is whether anything changed.
References such as CA-02 and SG-04 are documents in our internal policy library. We will send you any of them on request, at talkto@wearefrieda.org.uk.
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