Complaints Policy and Process

Published July 2025

Policy Statement

CYF is committed to respect, inclusion, and transparency in all our operations. The perspectives, best interests, and ethical treatment of our community members are at the core of our mission. We firmly believe in the potential of our community members and strive to collaborate with partners who share these values.

Policy Overview

This policy outlines the procedures for raising and addressing complaints from any individuals and organisations interacting with or affected by CYF’s activities. It does not cover complaints from employees, who should refer to the CYF grievance policy. 

We aim to handle complaints fairly, efficiently, and transparently, ensuring that concerns are resolved promptly. We encourage mediation where possible to resolve issues amicably.

Scope

This policy applies to external and internal stakeholders, including:

  • Beneficiaries of CYF’s programmes (learners and trainees)  
  • Volunteers and former volunteers
  • Applicants to CYF’s programmes.
  • Partner organisations.
  • Donors and sponsors. 
  • Members of the public engaging with CYF.
Making a Complaint

The complaint should be made through the following channels:

1. In Person: Report the issue to any CYF staff member.
2. Email:

  • To a relevant CYF staff member.
  • To the Community Safety Team at cs@codeyourfuture.io.

3. Written Letter: Address the complaint to:

Code Your Future (CYF), Code Your Future
4th Floor, Silverstream House, 45 Fitzroy Street, Fitzrovia,
London, W1T 6EB69

Mark the letter for the attention of the Chief Executive.

Complaints should be raised within six weeks of the incident. Complaints made after this period will be considered at the discretion of the Community Safety Team.

Complaint Details

When submitting a complaint, please include the following information:

1. Personal or Organisational Details:

  • Your name (or the name of your organisation).
  • Confirmation that you are authorised to raise the complaint on behalf of your organisation, if applicable.

2. Incident Details:

  • Description of the circumstances leading to the complaint (subject matter, dates, and individuals involved).

3. Desired Outcome:

  • Details of the resolution you seek.

4. Contact Information:

  • Your preferred contact details.
Complaint Procedure

Initial Handling

  1. Acknowledgement: Upon receiving a complaint, CYF will acknowledge receipt within three working days.
  2. Informal Resolution: The CEO or designated staff member will attempt to resolve the issue informally through dialogue.

Formal Investigation

If the complaint cannot be resolved informally:

  1. Formal Acknowledgment: A formal acknowledgement will be sent, outlining the next steps.
  2. Investigation:
    • An investigation will be initiated, led by the CEO  or a designated investigator.
    • All relevant parties will be contacted to gather accounts and evidence.
    • The investigation aims to conclude within 15 working days. If additional time is required, the complainant will be informed.

Outcome Notification:

  • A written response detailing the findings and any proposed actions will be sent to the complainant.
Appeals Process

If dissatisfied with the response:

1. Submission of Appeal: The complainant must submit a written appeal to the CEO or Chair of Trustees within seven working days of receiving the response, explaining their dissatisfaction and requesting a review.


2. Complaints Panel Review:

  • A Complaints Panel, comprising trustees not previously involved in the complaint, will review the case.
  • The panel will meet as soon as practicable, allowing the complainant to present their case face to face (online). 
  • The panel's decision will be communicated in writing within 10 working days of the review. This decision is final.
Principles for Handling Complaints
  • Assistance: CYF will provide reasonable assistance to complainants who need help to bring their complaint, including sign language interpreters or other necessary adjustments.
  • Confidentiality: Complaints will be handled with sensitivity and confidentiality. Information will only be disclosed as necessary to investigate and respond to the complaint or comply with regulatory requirements.
  • Respect and Fairness: All parties involved will be treated with respect, and the complaint process will be conducted fairly and impartially.
Follow-up and Record-Keeping
  • Corrective Actions: If a complaint is upheld, CYF will take appropriate corrective actions to improve standards and prevent recurrence.
  • Documentation: The Board of Trustees will record all complaints and resolutions and periodically review them to identify trends and areas for improvement.
Promotion of the Policy and Procedure
  • This policy and procedure will be prominently displayed on the CYF website and made available upon request to all stakeholders.
Special Considerations

Safeguarding Complaints

  • Reporting: Safeguarding concerns should be reported directly to cs@codeyourfuture.io.
  • Handling: CYF’s Safeguarding Policy addresses safeguarding complaints. If the complaint involves safeguarding issues, the complainant will be informed of the next steps.
Flow chart of the complaints process.

Process for Non-Serious Complaints

When dealing with a non-serious complaint, Community Members should attempt direct resolution. If the parties wish to seek mediation, Code Your Future can help with this.

Resolution from the informal process can include:

  • Acknowledgement of the events and any wrongdoing (even if not intended to cause harm)
  • An apology
  • A commitment to improve
  • Warning(s) issued by Code Your Future - we will only give two warnings. A third offence will mean dismissal from the community.
  • Some, or all, of the above
  • No further action

Process for Serious Complaints

A serious complaint will lead to an investigation and hearing. We will notify the person the complaint is against via email. We will arrange a conversation to go over the details with the people involved. This may be a call or face-to-face. Parties will be able to share their experience and any relevant evidence.

We will share the outcome of the complaint with all relevant parties via email. If relevant, we will explain any next steps at this stage.

Resolution from the formal process can include:

  • Steps mentioned for the informal process
  • Further warnings - we will only give two warnings. A third offence will mean dismissal from the community.
  • Removal from the community. This may be temporary or permanent, depending on the circumstances

Appeal

Following the outcome, parties will have the opportunity to appeal the decision made. We will only launch an appeal if:

a) there is new evidence that puts the original reasons for the outcome in dispute

-or-

b) an individual feels the original investigator did not consider the evidence completely

The parties will have one week from the date of the outcome email to confirm if they wish to proceed with an appeal. If they do, the person handling the appeal will contact them within 2 weeks of the date of their email. The person handling the appeal will be someone who has been independent in the process up to this point. They should be an impartial party and be fair, considering the evidence presented.

The outcome of the appeal is final; there is no further right of appeal.


Safeguarding Complaints

You should report any concerns or complaints about safeguarding to cs@codeyourfuture.io.

Violations of the Code of Conduct are rarely safeguarding concerns as safeguarding concerns affect those determined to be adults at risk. The majority of complaints in the community will not be safeguarding concerns.

There is more information about safeguarding in our Safeguarding Policy. If a complaint is a safeguarding concern, we will email the person who raised it to let them know. Where possible, we will include information about next steps.

Procedure Upon Leaving Code Your Future before Conclusion of the Complaint

Sometimes, a community member decides to leave the community. If this happens during the process, the process will still continue to conclusion.

We will inform the person leaving of the complaint against them. They will have an opportunity to put their side forward. We will complete the process without their evidence if they decide not to do so.

If the person leaving is the one who raised the complaint, we will ask if they wish to continue with this process. Depending on the severity of the complaint, we may decide to continue with the process.