Maryam Support Line – Complaints Policy

1. Purpose

At Maryam Support Line, we are committed to providing a safe, supportive, and professional service for all our callers, volunteers, and partners. We take complaints seriously and view them as an opportunity to improve our work and uphold the highest standards of care and accountability.

This policy outlines how individuals can make a complaint, how we will respond, and what to expect from the process.

2. What is a Complaint?

A complaint is any expression of dissatisfaction about:

  • The service you have received from Maryam Support Line.

  • The conduct or behaviour of our volunteers, staff, or trustees.

  • A decision made by the organisation that directly affects you.

Complaints may be made by callers, volunteers, staff, trustees, partner organisations, or members of the public.

3. Guiding Principles

  • Respect & Compassion – All complaints will be handled with fairness, dignity, and understanding.

  • Confidentiality – Complaints will be dealt with in confidence, with details shared only where necessary to resolve the issue.

  • Timeliness – Complaints will be acknowledged promptly and resolved as quickly as possible.

  • Transparency – We will clearly communicate the steps of the complaints process and the outcome.

  • Learning & Improvement – We will use complaints constructively to identify lessons and improve our service.

4. How to Make a Complaint

You can make a complaint in any of the following ways:

  • By Email: salam@maryamsupportline.org.uk

Complaints should be made as soon as possible, ideally within 3 months of the issue occurring.

5. What to Include in Your Complaint

To help us respond effectively, please include:

  • Your name and contact details.

  • A clear description of the issue.

  • The date(s) the incident occurred.

  • Names of any staff/volunteers involved (if known).

  • Any supporting evidence (e.g., emails, screenshots).

6. The Complaints Process

Step 1 – Acknowledgement

  • We will acknowledge your complaint within 5 working days.

Step 2 – Investigation

  • Your complaint will be investigated by a senior member of staff or trustee who is not directly involved in the issue.

  • We may contact you for further information.

Step 3 – Response

  • You will receive a written response within 20 working days, outlining the findings and any actions to be taken.

  • If more time is needed, we will inform you of the reason and expected timeframe.

Step 4 – Appeal

  • If you are not satisfied with the outcome, you may request an appeal within 10 working days of receiving the response.

  • The appeal will be reviewed by a trustee panel, whose decision will be final.

7. Recording and Monitoring

  • All complaints will be logged in our Complaints Register.

  • Complaints and outcomes will be reviewed regularly by the board of trustees to identify patterns and improve our service.

8. Safeguarding Concerns

If a complaint involves a safeguarding concern (e.g., relating to the safety or welfare of a child or vulnerable adult), our Safeguarding Policy will be followed immediately, and the Designated Safeguarding Lead will be informed.

9. External Escalation

If you are dissatisfied with how your complaint has been handled internally, you may escalate it to the Charity Commission.

  • Charity Commission: https://www.gov.uk/complain-about-charity

10. Review

This policy will be reviewed every 12 months by the trustees to ensure it remains effective and up to date.