Comments, Compliments and Complaints Policy

Comments, Compliments and Complaints Policy

 The following principles underpin the approach taken by Families Out Loud in relation to handling comments, compliments and complaints.

  • Families Out Loud recognises that comments, compliments and complaints are an important part of customer
  • The procedure is fair, easy and as transparent as possible.
  • The procedure is accessible to all regardless of age, disability, gender, ethnicity, belief or sexual
  • Making a complaint will not harm or prejudice the service that is given to the
  • Concerns and complaints are dealt with efficiently, appropriately and are investigated within the agreed time frame.
  • Complainants are treated with respect and courtesy and receive appropriate support throughout the handling of the
  • Complainants receive a timely and appropriate response, identifying the outcome of any investigation.
  • Action is taken where necessary in the light of the outcome of the complaint. This might include an explanation or an apology and, if appropriate, feedback on any action taken.
  • Learning from complaints will be used to improve Families Out Loud’s service and promote a culture of continuous improvement.
  • It is very important that every effort is made to ensure anyone making a complaint understands the outcome of their complaint.
  • Families Out Loud will recognise a person’s reasoning for making a complaint.

Comments and compliments

Families Out Loud is committed to offering the best service possible. We welcome feedback on our service, and we send regular surveys out to clients via email (subject to agreement). We welcome your comments and compliments which help us to provide and develop the service you need.

We also encourage people using our service to share written accounts of their experience so that these can be shared anonymously with others via our website and Facebook page. We know that this is very useful and inspiring for others. If you would like to do this, please make contact by email:

Complaints regarding Families Out Loud and/or our therapeutic services

Stage One (Informal)

  • To make an initial complaint, please speak to, or email, the individual(s) concerned or the Charity’s secretary by email and we will endeavour to resolve your complaint and let you know of any remedial action that is to be taken.
  • All complaints will be acknowledged by the member of staff to whom you communicated your complaint or by the Charity’s secretary within three working days from the date it is received.
  • In order for us to resolve your issue to the best of our ability, please include as much detail as possible regarding your complaint, including any relevant communications or documentation.
  • We will respond to Stage 1 complaints within 7 working days

Stage Two (Formally registering a  complaint)

  • If you are not satisfied with the response you receive at Stage 1, or you would prefer your complaint to be formally investigated, you can request your complaint to be escalated to Stage 2, either through your contact at Stage 1, or directly to the Charity’s Secretary.
  • You can submit the details of your complaint by email: or in writing: FAO The Secretary, Families Out Loud, 12 Fuller Avenue, Corsham, Wiltshire. SN13 9NF
  • Your complaint will be acknowledged within 3 working days.
  • A Trustee will be assigned to investigate your complaint and you will receive a full written response within 20 working days from the date of the acknowledgement.
  • If you are not satisfied with the response to your complaint, you will be given the opportunity to speak to The Chair of Trustees and given the option to appeal (Stage 3).

Stage Three (Appeal)

  • To appeal, please outline the reasons for your dissatisfaction in writing or electronically to the Chair of Trustees.
  • This will be the final decision of the complaints process and will ensure the Chair of Trustees has reviewed the investigation, made any further enquiries and then delivers the reason for the final decision.
  • The Chair of Trustees will reply within 30 working days of receiving the appeal.

Charity Commission

If you are dissatisfied with the Families Out Loud complaints process, you can contact the Charity Commission, who may be able to advise on the matter. The Charity Commission can be contacted at: