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What is the purpose of the new complaints handling process?
The new complaints handling process has been implemented to ensure that all complaints are handled in a fair, consistent, and transparent manner, and to provide support and guidance to anyone who wishes to make a complaint.
What types of complaints are covered by the new process?
The new complaints handling process covers all complaints related to BABCP members, including complaints related to professional conduct, performance, ethics, and standards of practice.
How do I make a complaint?
To make a complaint, you can contact us via email at firstname.lastname@example.org, complete the online form or call us on 0330 320 0851 between 9am and 5pm Monday to Friday (except Bank Holidays), and provide a description of the complaint, including the name(s) of the person(s) involved, and any relevant details. We will acknowledge receipt of your complaint and provide information on the next steps in the process.
What happens after I make a complaint?
After receiving your complaint, we will conduct an investigation and may request additional information or evidence. We will provide updates on the progress of the investigation, and once it is complete, we will provide you with a decision and explanation of the outcome.
How long will the complaints process take?
The length of time the complaints process takes will depend on the complexity of the complaint, the level of investigation required, and any external factors that may impact the process. We will provide regular updates on the progress of your complaint.
What support is available to me during the complaints process?
At BABCP, we provide support and guidance to anyone who wishes to make a complaint. This includes explaining the complaints process, answering questions, and guiding complainants through the process. We are committed to providing a fair and equitable service for all complainants, including those with protected characteristics under the Equality Act (2010).
To support complainants, we offer an initial complaint enquiry process where you can get help managing the process of complaining. This may include providing emotional support or explaining the next steps in the process. If you are not able to identify anyone to help them through the complaints process, we will invite one of our public engagement representatives to provide support at no cost to you.
We also offer reasonable adjustments and support options to ensure that the complaints process is accessible to all complainants.
We also offer reasonable adjustments and support options, as we consider it is vitally important to ensure that the complaints process is accessible to all complainants, including those with disabilities or other needs. As examples we can:
Public engagement representatives are individuals who are trained by BABCP to provide support and guidance to complainants who require additional assistance during the complaints process. Here is some more information on their role and how they can support you in making a complaint:
Overall, our goal is to provide a supportive and accessible complaints process for all complainants, regardless of their background or circumstances.
Can I appeal the decision or outcome of my complaint?
If you are not satisfied with the decision or outcome of your complaint, you can appeal the decision Within 28 days of the decision. We will provide information on how to submit an appeal and what information is required. Further details on the appeals process is available here.
What happens if my complaint is against BABCP as an organisation?
If your complaint is against BABCP as an organisation, we will follow our procedure as is outlined here, and we will provide you with information on the process and next steps.
Will my personal information be kept confidential?
Can I make an anonymous complaint?
At BABCP, we generally cannot act on anonymous complaints due to difficulties in conducting fair investigations and providing the member being complained about with a chance to respond fully. However, we are able to investigate anonymous concerns if we have access to other information, such as a criminal conviction or a decision made by another regulatory body. In cases where we receive an anonymous concern or complaint, we may decide to act as the initial complainant if we have sufficient information to suggest that a breach of our standards has occurred and that it is in the public interest to take action.
Where can I get more information on the complaints procedures and what other support may be available to me?
We have provided guidance for people wanting to raise a concern or to make a complaint, which is available in our Plain English Guide.