Complaints policy template
Our complaints policy template equips you with a structured framework for effective use.
- 2 pages / 491 words.
- Last updated 06/11/2024.
- Designed for United Kingdom use.
- Suitable for use in other territories; check local laws first.
- Instantly download as Word / PDF / plain text, or send by email.
- Includes 12 months’ access, with all updates to this page provided free of charge and notified to you.
Complaints policy
1 Purpose
1.1 [Company Name] is committed to providing a high level of service and maintaining a positive working environment. This policy outlines our procedure for handling complaints effectively, fairly, and consistently, ensuring that any issues are addressed in a timely and professional manner.
2 Scope
2.1 This policy applies to all employees, contractors, customers, and other stakeholders who may wish to raise a formal complaint regarding our services, actions, or policies.
3 General Principles
3.1 Policy Statement
3.1.1 [Company Name] encourages open communication and strives to resolve complaints as quickly as possible. We view complaints as valuable feedback, using them as an opportunity to improve our service, relationships, and operational practices.
3.2 Definitions
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4 Complaint: An expression of dissatisfaction about the service, conduct, or treatment experienced from [Company Name].
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5 Complainant: Any individual or group making the complaint.
5.1 Complaints Procedure
5.1.1 Informal Resolution
We encourage individuals to first attempt to resolve complaints informally by discussing them directly
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This Complaints policy template aims to offer you a versatile and customisable tool, serving as a solid foundation for your needs. Utilise it to ensure consistency, enhance accuracy, and save valuable time.
Adapt it to suit your unique requirements, ensuring efficiency and effectiveness in your HR processes.
Send to appropriate internal recipients such as employees, workers, contractors etc. and request confirmation that is has been read and understood.
Issue during onboarding / after changes / planned refresher.
Frequently Asked Questions
Frequently Asked Questions
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Can I use this template in my small business?
Yes. The Complaints policy template is designed to be flexible and suitable for organisations of all sizes, including small businesses and charities. It follows UK employment law best practice, so even if you don't have an in-house HR team, you can confidently apply it.
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Is this template compliant with 2025 UK employment law?
Absolutely. All of our templates are drafted with the latest ACAS guidance and UK employment legislation in mind. We review and update them regularly, so you can be confident they remain compliant.
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Can I customise it for my organisation?
Yes, we highlight the areas that you need to update with your own details, and where you need to make decisions to suit your situation. This saves you time and ensures that you meet best practice.
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Do I get instant access?
Yes. Once purchased, you'll be able to download it instantly. Templates are provided in editable Word or Excel format so you can customise them easily, and in PDF format for easy sharing.
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What if I need more help, not just this template?
If you're looking for broader support, we also offer toolkits and library bundles that include this template, along with other HR templates and policies for fully managing your situation. These may be more cost-effective if you need deeper advice.
