Complaints Policy

1. Purpose

This policy explains how School Life Unpacked CIC receives, investigates and responds to complaints. It applies to podcasts, media production, school and community programmes, filming, online sessions, events, partnerships, website services, fundraising, administration and conduct by anyone representing the CIC.

A complaint is an expression of dissatisfaction that requires a response. It does not need to use the word “complaint”.

2. Our principles

Complaints will be handled:

• Fairly, respectfully and without retaliation.
• Promptly and proportionately.
• Confidentially on a need-to-know basis.
• By someone not directly involved wherever possible.
• Using available records and evidence.
• With written findings, reasons and corrective action.
• With safeguarding and immediate safety taking priority.

3. Who can complain and accessibility

A complaint may be made by a child or young person, parent, carer, podcast guest, participant, school, partner, supporter, donor, supplier, volunteer, freelancer or member of the public. A representative may complain with appropriate authority.

Complaints can be written or verbal. We will offer reasonable adjustments and communication support. Children will be listened to and receive clear, age-appropriate explanations. Anonymous complaints will be considered where enough information exists.

4. How to complain

A verbal complaint may be made to an authorised SLU representative. They will create an accurate written record and send it to the Complaints Lead. A parent, carer, advocate or representative may assist.

5. Urgent or specialist matters

The following do not wait for the ordinary complaints timetable:

• Immediate danger or suspected crime: contact the emergency services or police as appropriate.
• Safeguarding concern: refer immediately to Natasha as DSL, or Kolade if Natasha is unavailable or involved, under the Safeguarding Policy.
• Allegation about an adult working with children: seek advice from the relevant school DSL and/or local-authority LADO.
• Data-protection complaint: email privacy@schoollifeunpacked.co.uk.
• Whistleblowing concern: refer it to an uninvolved director or appropriate external authority.
• Health and safety incident: make the area safe, obtain help and follow incident-reporting arrangements.

6. Roles and conflicts of interest

Natasha Curtis-Igho is the Complaints Lead and normally coordinates complaints. Kolade Igho or another uninvolved director conducts appeals or reviews. No person may investigate or decide a complaint about their own conduct.

If a complaint concerns Natasha, it goes to Kolade or another uninvolved director. If it concerns Kolade, it goes to Natasha or another uninvolved director. If it concerns both, another uninvolved director should manage it or independent advice should be sought.

7. Our three-stage process

8. Investigation standards

• We define the complaint clearly.
• We collect only information relevant to the issues.
• We keep a log of contacts, evidence, decisions and reasons.
• We apply the balance of probabilities for internal factual findings unless another standard is legally required.
• We do not promise absolute confidentiality where information must be shared to investigate or protect someone.
• We consider equality, accessibility, communication needs and the perspective of children.

9. Possible outcomes and remedies

Where a complaint is upheld or partly upheld, action may include an explanation or apology; correcting information or content; repeating or refunding a service where appropriate; restricting content where lawful and practical; improving consent, safeguarding or privacy controls; training or policy changes; appropriate contractual action; or referral to a school, funder, insurer, regulator or statutory authority.

10. Data-protection complaints

Data-protection complaints should be sent promptly to privacy@schoollifeunpacked.co.uk. Our response will explain the investigation, conclusion, action and the right to complain to the Information Commissioner’s Office.

11. External escalation

After our process, or sooner where the law permits, a complainant may approach an appropriate external body. This could include the Information Commissioner’s Office, the relevant school or local authority, the LADO or police, a funder or professional body, or the Office of the Regulator of Community Interest Companies where the issue falls within its limited statutory remit.

12. Confidentiality and records

Complaint records are stored securely with access limited to those who need them for investigation, governance, safeguarding, legal duties or learning. Information is shared only when necessary and lawful, and records are retained under our data-protection arrangements and any active complaint, investigation or legal hold.

13. Unacceptable or unreasonable conduct

We understand people may be persistent or upset and will not label conduct unreasonable for that reason alone. Disability, trauma, communication needs and other relevant circumstances will be considered.

Contact may be limited where conduct is abusive, threatening, discriminatory, repeatedly duplicates a concluded complaint without new evidence, overwhelms services through excessive contact, or makes demands that cannot reasonably be met. Any restriction will be explained and reviewable. New safeguarding, safety or legal concerns will still be considered.

14. Learning and review

The Complaints Lead maintains a log of complaint types, timeliness, outcomes, remedies, themes and improvements. Reports to the Board normally use anonymised or aggregated information. The policy will be reviewed by 24 July 2027 and sooner after a serious complaint, legal change, new service or identified weakness.