Governance
Complaints policy
Formal definition
In governance, Complaints policy refers to a policy used for protecting people from harm and ensuring incidents are escalated and governed correctly.
What this actually means for you
For day-to-day delivery, Complaints policy should be documented clearly and applied consistently; define who triages incidents, what triggers escalation, and how outcomes are communicated and tracked.
Example: During a planned change window, teams apply Complaints policy as follows: an incident is logged the same day, reviewed by the safeguarding lead, and escalated to trustees where required. They then update policy packs, approval logs, and team guidance for the next cycle.
Related guides and whitepapers
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