LISA Complaints Procedure

London Inclusion Sports Academy (LISA)

Complaints Procedure

1. Introduction

London Inclusion Sports Academy (LISA) is committed to providing a safe and supportive environment for all participants, staff, volunteers, and stakeholders. However, we recognise that from time to time, complaints may arise. Our Complaints Procedure aims to handle all complaints in a fair, transparent, and timely manner, ensuring that all individuals involved are treated with respect and dignity.

2. Purpose of the Complaints Procedure

The purpose of this procedure is to:

• Provide a clear and consistent process for raising complaints.
  
  

• Ensure that complaints are handled in a fair, confidential, and non-discriminatory way.
  
  

• Resolve complaints in a timely manner and identify areas for improvement within LISA.
  
  

• Protect vulnerable participants, including children and young people, by ensuring concerns are addressed immediately.
  
  

3. Scope of the Procedure

This procedure applies to:

• Participants, including children, young people, and vulnerable adults.
  
  

• Parents, carers, and guardians of participants.
  
  

• Staff, volunteers, and trustees of LISA.
  
  

• Any other stakeholders (e.g., venue providers, partners).
  
  

Complaints can be raised about any aspect of LISA’s activities, including:

• The conduct of staff or volunteers.
  
  

• The quality of sports sessions or events.
  
  

• Safeguarding concerns.
  
  

• Health and safety issues.
  
  

• Inclusion and accessibility matters.
  
  

• Any other issues related to the delivery of our services.
  
  

4. Principles of the Complaints Procedure

LISA’s complaints procedure is built on the following principles:

• Fairness and Transparency: All complaints will be handled fairly, with the opportunity for all parties to present their view.
  
  

• Confidentiality: All complaints will be dealt with in a confidential manner. Information will only be shared on a need-to-know basis.
  
  

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

• Non-Retaliation: No individual will face retaliation for raising a complaint in good faith.
  
  

5. How to Make a Complaint

Complaints can be made in person, by phone, or in writing (email or letter). If you are unsure how to make a complaint, please contact the Complaints Officer at LISA.

Step 1: Informal Resolution (Where Possible)
We encourage individuals to address complaints informally at first by speaking directly with the person involved (e.g., coach, staff member). Many issues can be resolved quickly and effectively through open communication.

Step 2: Formal Complaint
If the issue is not resolved informally or the complaint is of a serious nature (e.g., safeguarding, discrimination), the following formal process should be followed:

1. Submit a Complaint: The complainant should complete the Complaint Form (available from the LISA office or website) and submit it to the Complaints Officer (contact details at the end of the procedure).
   
   

   • Include: Name, contact details, description of the complaint, date of incident, and any evidence if applicable.
     
     

   • Complaints can also be submitted via email to: [insert email address].
     
     

2. Acknowledgement: Upon receipt, the Complaints Officer will acknowledge the complaint within 5 working days and confirm the next steps in the process.
   
   

3. Investigation: The complaint will be investigated by an appropriate person (usually the Complaints Officer or a senior member of staff). This may involve speaking to the complainant, the person(s) involved in the complaint, and any witnesses.
   
   

   • The investigation will be carried out in a timely manner (typically within 10 working days of receipt).
     
     

4. Outcome: The complainant will be informed of the outcome of the investigation and any action taken within 15 working days. If the investigation takes longer, the complainant will be kept informed of progress.
   
   

5. Action Plan: If the complaint is upheld, an action plan will be developed and shared with the complainant, outlining the steps that will be taken to address the issue.
   
   

6. Escalating a Complaint

If the complainant is dissatisfied with the outcome of the investigation, they may request an appeal. The appeal process will involve a review of the original complaint and any actions taken. The appeal will be considered by an independent senior manager or external individual not involved in the original complaint.

Step 1: Request an Appeal
The complainant must submit a written request for an appeal within 10 working days of receiving the outcome of the original investigation. The request must include:

• The reason for the appeal (e.g., dissatisfaction with outcome or process).
  
  

• Any new evidence that was not available during the original investigation.
  
  

Step 2: Appeal Review
The appeal will be reviewed by an independent person or a panel of senior staff. This review will occur within 10 working days of receiving the appeal request.

Step 3: Final Decision
The final decision will be communicated to the complainant within 10 working days of the appeal review.

7. Safeguarding Concerns

If the complaint involves concerns about the safety or welfare of children, young people, or vulnerable adults, it must be handled immediately in accordance with LISA’s Safeguarding Policy.

• Step 1: Immediate action: The Designated Safeguarding Lead (DSL) must be notified immediately.
  
  

• Step 2: Safeguarding investigation: The DSL will investigate the concern, ensuring compliance with local safeguarding procedures, and will take action to protect the individual(s) involved.
  
  

• Step 3: Notification: The complainant will be informed that the concern is being handled according to safeguarding procedures, and appropriate authorities (e.g., Local Safeguarding Children’s Board or police) may be involved if necessary.
  
  

8. Complaints about Safeguarding Issues

If the complaint is about the handling of a safeguarding issue or involves allegations of abuse or neglect, it should be reported to the Designated Safeguarding Lead (DSL) immediately. The DSL will follow LISA’s Safeguarding Procedures and, if necessary, report the matter to relevant authorities (e.g., social services, police).

9. Confidentiality and Record Keeping

• All complaints will be handled confidentially, with information shared only on a need-to-know basis.
  
  

• A complaints log will be maintained, recording all complaints and the actions taken.
  
  

• Complainants’ identities and details of the complaint will be kept confidential unless disclosure is required to ensure safety or legal obligations.
  
  

10. Contact Information

For any questions or to submit a complaint, please contact:

Complaints Officer:
[Name]
[Contact Email Address]
[Phone Number]
[Postal Address]

11. Review of the Complaints Procedure

This procedure will be reviewed annually or after any major complaint to ensure that it remains effective and up to date. Feedback from complainants will be used to identify areas for improvement in LISA’s practices and policies.

Signed:

Chair of Trustees
London Inclusion Sports Academy
Date: [Insert Date]