Complaints & Concerns Policy

1. The 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 or by requesting a telephone or teams discussion (you will never be judged and your information *at this state will be confidential in accordance with our privacy statement.

seeking clarification or discussion

allowing an opportunity for resolution through dialogue

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

(*your details will be discussed in external professional supervision, however, your personal details will not be exchanged. These discussions are to ensure best practice.)

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)

Please request the postal address to send your formal complaint, please include a copy to the external professional supervisor and a chosen membership organisation. The organisation will have their own policies, statements and procedures on how they handle complaints of their members. This should be clearly published on their website. Each organisation will have useful information of how to handle a situation. If you require assistance with finding these addresses, please send an email to busycornerbooks@gmail.com and we will do our best to assist.

5. Handling of Complaints

All formal complaints will be:

acknowledged within 7 days (unless there are exceptional circumstances, of which the complainant will be informed and kept up to date)

considered carefully and respectfully

responded to in writing and/or via email

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

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. Transparency is very important to Busy Corner Books, please feel free to ask for any Membership organisation numbers or registration details, including external Professional Supervisors' details.

8. Confidentiality

Complaints and concerns are handled with sensitivity and discretion. Information will only be shared where necessary and appropriate. Busy Corner Books will make every effort to speak with the complainant before any information is shared. However, sometimes, once an external complaint has been made, this may out of Busy Corner Books control.

9. Policy Review

As with all our Policies and Statements, they are subject to regular review and audit by external relevant organisations and external supervision. This is to ensure they remain clear, fair, and reflective of best practice.

www.busycornerbooks.com

busycornerbooks@gmail.com (18+ only)