Bywater Kent Support Services Ltd
At Bywater Kent Support Services Ltd, we are committed to providing high-quality services to our clients. We recognise that concerns or complaints may occasionally arise and we believe that addressing these promptly, fairly and transparently is essential to maintaining trust and accountability.
This policy outlines the process for raising and resolving complaints in a structured and proportionate manner. It also ensures that complaints are managed in accordance with relevant legislation, including the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018 where applicable.
This policy sets out a clear and structured approach for addressing and resolving complaints. It aims to:
This policy primarily applies to the organisational leadership of our client organisations, including:
These individuals and bodies are the direct recipients of services provided by Bywater Kent Support Services Ltd.
Complaints from individual staff members, Trade Union representatives, parents, or other stakeholders who are not part of the organisational leadership of our client organisations will normally fall outside the scope of this procedure. However, Bywater Kent Support Services Ltd reserves the right to consider such complaints where exceptional circumstances exist, particularly where the matter relates to regulatory compliance, data protection matters, professional conduct, safeguarding considerations or reputational risk.
In such cases, Bywater Kent Support Services Ltd may conduct an internal review and provide a written response. These matters will not normally proceed through the full complaints procedure, including the appeal stage, unless the organisation determines that it is appropriate to do so.
Nothing within this policy creates an automatic right for external parties to invoke the full complaints procedure.
Complaint
A formal expression of dissatisfaction regarding any aspect of the services provided by Bywater Kent Support Services Ltd.
Clients are encouraged to raise any concerns informally with their designated contact within Bywater Kent Support Services Ltd in the first instance.
This approach allows for an open discussion and often enables concerns to be resolved quickly without the need for a formal complaint.
Where appropriate, clarification, explanation, or remedial action may be offered at this stage.
If the issue cannot be resolved informally, a formal complaint may be submitted.
The complaint should be submitted in writing and should include:
Complaints should be sent via email to:
John Bywater
Business Development Lead
Bywater Kent Support Services Ltd
Email: john@bywaterkent.co.uk
Complaints should normally be submitted within one calendar month of the incident occurring.
Complaints submitted outside this timeframe may not be considered unless there are exceptional circumstances that prevented the matter from being raised earlier.
Where a complaint is submitted by an individual outside the primary scope of this policy, Bywater Kent Support Services Ltd will first determine whether the matter should be considered under this procedure or addressed through an alternative internal review process.
The complaint will be acknowledged within 5 working days of receipt.
A designated complaints officer will investigate the complaint. This may include:
Additional information may be requested from the complainant where necessary.
A written response will normally be provided within 28 working days of acknowledging the complaint.
The response will include:
For complaints raised by individuals who are not part of the organisational leadership of our client organisations, the written response issued at Stage 2 will normally represent the conclusion of Bywater Kent Support Services Ltd's review of the matter.
Bywater Kent Support Services Ltd may, at its discretion, determine that it is appropriate for a matter to proceed to the appeal stage, but this will not normally apply to concerns raised by external stakeholders.
If the complainant is dissatisfied with the Stage 2 outcome, they may submit an appeal.
The purpose of the appeal stage is not to reinvestigate the complaint, but to review whether the complaint has been handled fairly, reasonably and in accordance with this policy.
Appeals must be submitted in writing within 10 calendar days of the Stage 2 response and should outline the reasons for dissatisfaction.
Appeals should be sent to:
John Bywater
Email: john@bywaterkent.co.uk
Appeals will be acknowledged within 5 working days.
The appeal will be reviewed by an independent party who has had no prior involvement in the matter.
Where appropriate, an Appeal Meeting may be arranged if:
If a meeting is arranged, it will normally take place within 20 working days of receiving the appeal. The complainant will be given at least 5 working days' notice.
A final written response will be issued within 3 working days of the conclusion of the appeal review or meeting.
This represents the conclusion of Bywater Kent Support Services Ltd's internal complaints process.
All complaints and associated information will be handled confidentially.
Information will only be shared with individuals directly involved in the investigation and resolution of the complaint.
Where complaints involve personal data, they will be handled in accordance with the UK GDPR and the Data Protection Act 2018.
Where a complainant indicates that they intend to refer a matter to a regulatory body (such as the Information Commissioner's Office), Bywater Kent Support Services Ltd may treat the internal complaints process concluded.
In such circumstances, the organisation will cooperate fully with any regulatory enquiry and provide the relevant documentation to support the actions taken.
Further internal correspondence on the same matter may be limited where it is considered that the appropriate route for resolution is through the relevant regulatory authority.
Bywater Kent Support Services Ltd recognises that, in rare circumstances, individuals may pursue complaints or correspondence in a manner that is repetitive, disproportionate, or unreasonable.
Where a complainant repeatedly raises the same issues after they have been fully considered and responded to through the appropriate processes, the organisation may determine that further correspondence will not be entered into.
In such circumstances, the complainant will be informed that:
Where appropriate, the complainant will be directed to the relevant external regulatory body, such as the Information Commissioner's Office (ICO), should they wish to pursue the matter further.
Complaints will be reviewed periodically in order to:
Where complaints are received from individuals outside the primary scope of this policy, these concerns may still be recorded and reviewed to identify any broader learning opportunities.
All employees of Bywater Kent Support Services Ltd will receive appropriate training on the Complaints Policy to ensure it is applied consistently and effectively.
For submitting complaints or seeking clarification regarding this policy, please contact:
John Bywater
Business Development Lead
Bywater Kent Support Services Ltd
Email: john@bywaterkent.co.uk
This Complaints Policy will be reviewed annually to ensure it remains effective, proportionate and aligned with relevant legislation and professional standards.
Bywater Kent Support Services Ltd is committed to addressing complaints fairly, promptly and transparently. We value feedback and use it constructively to improve our services and maintain strong professional relationships with our clients.