Client Complaints Policy

1. Policy Statement

Cancer Support Yorkshire (CSY) is committed to delivering a high‑quality, responsive and client‑centred service. We welcome feedback, including compliments, suggestions, comments and complaints, as an essential part of monitoring, improving and developing our services.

Raising a concern or making a complaint will never affect the support a person receives, or wishes to receive, from CSY. All complaints are taken seriously and handled courteously, fairly, confidentially and efficiently.

This policy is published on our website, and information on how to make a complaint, including a standard complaints form, is available online and at reception areas.

2. Scope

This policy applies to all services delivered by CSY and to all:

• Clients and service users
• Carers, family members and referrers
• Partners and stakeholders

It applies to feedback provided verbally, in writing or electronically.

3. Definitions

A complaint is defined as any expression of dissatisfaction about the standard of service provided by CSY, or about actions or lack of action by CSY or its staff.

A formal complaint is any expression of dissatisfaction referred to a nominated person who is not directly involved in the case.

Complaints should normally be raised as soon as possible and, where a client is no longer accessing services, within three months of the event.

4. How to Provide Feedback or Make a Complaint

Feedback and complaints can be provided at any time using accessible methods, including:

• Email
• Telephone
• Online or paper feedback forms
• Surveys sent after appointments
• In person
• Anonymous feedback (no name required)

Information on how to give feedback is available on the CSY website. Anonymous complaints will be investigated where possible, although we may be unable to provide feedback without contact details.

5. Types of Feedback Recorded

CSY records and values all feedback, including:

• Compliments – to recognise good practice
• Suggestions – to support service improvement
• Comments – general observations about services
• Complaints – expressions of dissatisfaction

6. Complaints Procedure

CSY operates a three‑stage complaints procedure designed to resolve concerns quickly, fairly and respectfully. No one will be disadvantaged for raising a complaint in good faith.

Stage 1 – Informal Resolution

Most concerns can be resolved quickly and informally.

• Raise the concern with the staff member involved or their manager
• A response will normally be provided within 10 working days
• The complaint and outcome will be recorded in the Complaints Log

If the matter is not resolved, the complainant may proceed to Stage 2.

Stage 2 – Formal Complaint

A formal complaint may be made if:

• The issue is serious
• The informal process has not resolved the concern
• The complainant wishes to proceed directly to a formal complaint

Process:

• Complaint acknowledged within 3 working days
• Investigation carried out by a senior manager not previously involved
• A full written response normally provided within 21 working days
• If more time is required, the complainant will be kept informed

All records are stored securely.

Stage 3 – Appeal

If the complainant remains dissatisfied:

• An appeal should be submitted in writing within 10 working days
• The appeal will be acknowledged within 3 working days
• A written response will normally be provided within 21 working days

If the complaint relates to the CEO, it will be handled by the Chair of the Board of Trustees.

7. Confidentiality and Data Protection

All complaints are handled confidentially and in line with data protection legislation. Information is shared only with those involved in investigating or resolving the complaint.

Confidentiality cannot be guaranteed where:

• Safeguarding concerns arise
• Criminal matters are identified
• Disclosure is required by law

8. Safeguarding

If a complaint raises concerns about the safety or welfare of a child or vulnerable adult, CSY will follow its Safeguarding Policy and may need to inform external agencies.

9. Unacceptable Behaviour

CSY will not tolerate abusive, aggressive, discriminatory or threatening behaviour. Appropriate action will be taken to protect staff, volunteers and service users.

10. Recording, Monitoring and Reporting

All complaints are recorded in a central Complaints Register, including:

• Date received
• Nature of the complaint
• Actions taken
• Outcome and resolution status

If a complaint is rejected as invalid or unjustified, the reasons are clearly recorded. Where complaints highlight wider or systemic issues, corrective action will be implemented across services where possible.

Anonymised quarterly reports are provided to the Board of Trustees to support oversight and governance.

11. Using Feedback and Closing the Loop

CSY uses feedback to:

• Improve and develop services
• Identify trends and prevent recurrence of issues
• Recognise good practice and staff achievements
• Enhance the overall client experience

Where appropriate, we will inform complainants of the outcome, actions taken and any service changes arising from their feedback.

12. Further Action

If a complainant remains dissatisfied after completing CSY’s internal procedure, they may refer the matter to:

• The Charity Commission, where appropriate
• The Fundraising Regulator, if the complaint relates to fundraising

External bodies will determine whether the matter falls within their remit.

13. Reporting

A Complaints Report will be provided to Trustees quarterly. Providing a quarterly complaints report to the Board of Trustees is a key governance activity that supports accountability, learning and risk management. Regular reporting enables trustees to oversee how complaints are handled, identify trends and systemic issues, and ensure that lessons are learned to improve services. Complaints act as an early warning system for emerging problems and help protect the organisation’s reputation by addressing issues before they escalate. Ongoing board‑level review also promotes a positive, transparent culture that values feedback and meets regulatory and accountability expectations.

The Quarterly Report will include

• Total volume of complaints.
• Types/categories of complaints.
• Outcomes (upheld, not upheld).
• Timeliness of responses.
• The "lessons learned" and actions taken to improve services.

14. Review

This policy will be reviewed every three years or sooner if required due to changes in legislation, guidance or organisational practice.