Complaints & Concerns Policy

1. Purpose of This Policy

Busy Corner Books is committed to providing a respectful, ethical, and professionally accountable service. This policy explains how concerns or complaints can be raised and how they will be handled fairly, transparently, and in a timely manner.

The aim of this policy is to:

encourage open communication

resolve concerns early where possible

ensure accountability and learning

protect the dignity of all involved

2. What This Policy Covers

This policy applies to concerns or complaints relating to:

professional conduct

boundaries or ethical issues

dissatisfaction with services provided

communication or process issues

behaviour that feels unsafe, inappropriate, or distressing

Safeguarding matters are handled in line with the Safeguarding Policy and may follow a separate process where required.

3. Informal Resolution

Where appropriate, individuals are encouraged to raise concerns informally in the first instance.

This may involve:

raising the issue directly via email

seeking clarification or discussion

allowing an opportunity for resolution through dialogue

Informal resolution is not required if this feels unsafe or inappropriate.

4. Making a Formal Complaint

If a concern cannot be resolved informally, or if a formal complaint is preferred, this should be submitted in writing.

A formal complaint should include:

a brief description of the concern

relevant dates or context

the outcome sought (if known)

Complaints should be submitted via the contact details provided on the Busy Corner Books website.

5. Handling of Complaints

All formal complaints will be:

acknowledged within a reasonable timeframe

considered carefully and respectfully

responded to in writing

Busy Corner Books aims to provide a clear response within 28 days, though this may vary depending on the nature of the concern.

6. Outcomes

Possible outcomes may include:

clarification or explanation

apology where appropriate

review of practice or procedures

agreed changes or learning

The focus is on fairness, accountability, and improvement rather than blame.

7. Escalation

If a complainant feels that a concern has not been adequately addressed, they may seek external advice or raise the matter with a relevant professional or regulatory body, where appropriate.

Busy Corner Books will cooperate with any lawful or professional processes as required.

8. Confidentiality

Complaints and concerns are handled with sensitivity and discretion. Information will only be shared where necessary and appropriate.

9. Policy Review

All policies are reviewed regularly to ensure they remains clear, fair, and reflective of best practice.

 (Busy Corner Books Complaints & Concerns Policy, 2026)