External complaints policy

External complaints policy and procedure

Last reviewed: May 2025

Who is covered by this procedure? 

All beneficiaries, participants, associates and third parties who engage with DEMOS and its work. 

All staff, volunteers and Board of Trustees members are required to read, understand and comply with this policy and its procedures.

What is covered by this procedure? 

This procedure covers complaints from individuals, associates and third parties and explains what steps need to be taken to ensure effective complaint handling. 

Purpose 

The purpose of this policy is to ensure that everyone coming into contact with Demos feels that where they have had a less than excellent experience, their feedback or complaint has been taken seriously and dealt with empathetically and efficiently. 

Feedback from partner organisations, research participants, associates, supporters and third parties and how we deal with it is invaluable in helping us to continuously improve. Negative feedback and complaints are particularly helpful in pinpointing what we need to do better, and if we deal with complaints effectively, we can often improve our relationships with customers and associates overall. 

Complaints Policy Statement

Demos:

• is committed to providing a high standard of quality services and information to all external individuals and organisations we work with.
• recognises that individuals, agencies and organisations have the right to raise concerns or complaints and should have access to clear information on how to voice complaints and concerns.
• will take seriously any concern or complaint and will look into it promptly, for resolution as quickly as possible.
• will ensure that complaints are dealt with consistently, fairly and sensitively.
• will display this policy publicly on its website.
• will keep a register of all complaints, which will be reviewed regularly to ensure that complaints are monitored to improve our services.

Definition of a complaint

A complaint is any expression of dissatisfaction by a third party, whether justified or not.

An individual may make a complaint if they feel Demos has:

• Failed to provide a service or partnership to an acceptable standard or made a mistake in the way the service was provided.
• Failed to act in a proper way.
• Provided an unfair service.

It is important to establish the difference between a concern and a complaint. A concern is defined as an expression of worry or doubt for which reassurance is sought. Taking informal concerns seriously at the earliest stage will reduce the likelihood of their developing into formal complaints. If someone is not happy with the response to a concern and/or wants to make a formal complaint the procedure below should be followed. 

Constructive feedback on project work does not constitute a complaint. 

The procedure 

Complaints may be received by any individual, associate and third party and may arrive in many different forms, for example: letter or email; comments on a feedback form; orally from a delegate, speaker, trainer or customer either in person or by phone; or via social media. 

However the complaint reaches Demos, the following procedure should be followed: 

Stage 1: Record the complaint 

Complete Parts 1 and 2 of the Complaint Form (see below, an editable version is saved alongside this policy) and email it to the Head of Operations. Use the name of the complainant and the date as the file name. Refer all complainants to the complaints procedure on the website, or share this document with them.

Stage 2: Dealing with the complaint 

The Head of Operations will assign the complaint to the appropriate departmental manager. This manager will attempt to resolve the complaint in the first instance and complete Part 3 of the Complaint Form. 

Stage 3: Reporting complaints 

The Head of Operations should be advised of the suggested resolution. The Head of Operations will follow up with the complainant to make sure they are satisfied with the resolution. 

Stage 4: Closing the complaint 

If the complainant is happy with the resolution, the Head of Operations will close and file the complaint. In the event the complaint is not resolved, the Head of Operations will follow up with the departmental manager involved to find an alternative resolution. 

Timescale 

Under regular circumstances, the complaint process should be completed within ten working days. If the complaint is complex and cannot be dealt with within this timescale, the complainant will be updated regularly with progression on their complaint. 

External Complaint Record Form

To be completed internally 

This information should be provided in full for all complaints received by whatever means (including in writing, by email, in person or by phone). Please attach copies of any written correspondence to this form when complete and send it to the Head of Operations.