Complaints Policy – Circl Learning Limited

Last Updated: October 2025
Effective From: February 2021

Purpose

Circl Learning Ltd (“Circl”) is committed to providing a high-quality service, fostering a positive and inclusive learning environment, and to continuously improving our work. We take complaints seriously and aim to resolve them fairly, quickly, and transparently.

This policy explains how to raise a complaint, how we will respond, and how complaints are monitored to improve our services.

Who Can Raise a Complaint

Anyone affected by or involved with Circl’s work may raise a complaint, including: 

  • Circl employees 

  • Contractors

  • External facilitators

  • Programme participants

  • Partners, clients and suppliers

Definition of a Complaint

A complaint is any expression of dissatisfaction with Circl’s services, staff, or processes that requires a response. This can include, but isn’t limited to:

  • Programme delivery or quality

  • Behaviour or conduct of staff, facilitators, or contractors

  • Communication or information from Circl

  • Decisions or actions affecting participants, staff, or partners

  • Policies, procedures, or processes

  • Interactions with partners, clients, or suppliers

Timeframe

Complaints should normally be made within three months of the relevant incident so that they can be investigated promptly and effectively.

Accessibility

We want our complaints process to be clear and accessible to everyone. You can raise a complaint by emailing us at complaints@circl.org. 

If you need any support in making a complaint, we will make reasonable adjustments — for example, providing information in alternative formats or offering assisted communication where required.

Confidentiality

All complaints will be handled sensitively and confidentially. Information will be shared on a need-to-know basis.
If confidentiality cannot be maintained due to safeguarding or legal obligations, this will be explained and recorded.

Protection from Reprisal

No-one raising a complaint in good faith will suffer any negative treatment or disadvantage. Equally, staff or volunteers who are the subject of a complaint will be treated fairly and supported throughout the process.

Anonymous Complaints

We will consider anonymous complaints. While these may be more difficult to investigate fully, we will review the information available and take action where appropriate.

Procedure

Stage 1 – Initial Complaint

If you have a complaint, you can raise it by emailing complaints@circl.org. 

  • We will confirm receipt of your complaint within 10 working days.

  • Where possible, we will try to resolve the matter informally at this stage.

  • You will normally receive a response within 10 working days.

  • Written records will be kept.

Stage 2 – Formal Investigation

  • If the complaint cannot be resolved at Stage 1, it will be escalated to a senior manager (Head of Delivery or designated investigator not previously involved) for a formal investigation.

  • You will be contacted directly with details of how the complaint will be handled at this stage.

  • We will acknowledge your complaint in writing within 10 working days.

  • The investigator may review records, speak to those involved, and gather evidence.

  • You will receive a written outcome within one calendar month of acknowledgement, setting out findings and any actions taken.

  • If more time is needed, we will inform you of the reason and revised timescale.

  • Written records will be maintained throughout.

Stage 3 – Appeal

If you remain dissatisfied with the Stage 2 outcome, you may request an appeal within 10 working days of receiving the decision.

  • We will confirm receipt of your appeal within 10 working days.

  • The complaint will be reviewed by the Director of Operations (Rosa Cerron-Reina)  and CEO (Charlie Stainforth).

  • You will receive a written outcome within one calendar month of acknowledgement.

  • The decision at this stage will be final, with no further internal investigation possible.

  • Written records of the appeal will be kept.

Links to Other Policies

Some issues may be more appropriately dealt with under related policies (e.g. Safeguarding Policy or Staff Grievance Procedure). If so, we will explain this and direct you to the correct process.

External Resolution

If your complaint relates to a regulated area (e.g. safeguarding, fundraising), and you remain dissatisfied after our internal process, you may have the right to escalate your complaint to the relevant external regulator. We will provide guidance if this applies.

Monitoring and Learning

  • All complaints and outcomes are recorded.

  • An annual report on complaints is presented to the Board of Directors to ensure accountability and identify trends.

  • Learning from complaints is used to strengthen our programmes and improve quality standards.

  • This policy will be reviewed annually.