Complaints Procedure

1. Purpose

Branch Baby Loss Network CIC (“Branch”) is committed to providing a safe, respectful, and supportive community.

This Complaints Procedure explains how members, volunteers and staff can raise concerns and how complaints will be handled fairly, confidentially, and promptly.

2. What You Can Complain About

You can make a complaint about:

  • Inappropriate, offensive, or abusive behaviour in the community

  • Bullying, harassment, or discrimination

  • Breaches of confidentiality

  • Misuse of community funds (if applicable)

  • Conduct of moderators, volunteers, staff or directors

  • Failure to follow Branch’s policies or community guidelines

If someone is in immediate danger, please contact emergency services first and see our Safeguarding Adults Policy and Procedure.

3. Who Can Make a Complaint

Complaints can be made by:

  • Community members

  • Volunteers

  • Beneficiaries

  • Partner organisations

  • Members of the public

4. How to Make a Complaint

Step 1: Informal Resolution (Where Appropriate)

If you feel comfortable, you may raise the issue directly with:

  • A group moderator

  • A Branch volunteer

  • The Branch directors

Many concerns can be resolved quickly through informal discussion. Please do not raise complaints on the groups themselves. 

Branch volunteers/moderators can be identified by accessing the WhatsApp community, community info & identify community admins. 

Step 2: Formal Complaint

If the issue cannot be resolved informally, or is serious, you can make a formal complaint by:

5. How We Handle Complaints

Acknowledgement

  • We will aim to acknowledge your complaint within 7 working days.

Investigation

  • A designated individual within our organisation but not involved in the complaint will investigate.

  • Relevant WhatsApp messages and evidence will be reviewed.

  • Individuals involved may be contacted for their account.

Investigations will be conducted fairly and objectively.

Outcome

  • We aim to provide a written response within 30 working days.

  • If more time is required, we will inform you.

Possible outcomes include:

  • Mediation

  • Warning or removal from the WhatsApp community

  • Policy changes

  • Explanation

  • Apology

  • Service improvement

  • Staff training

  • Referral to external authorities (if necessary)

6. Confidentiality

Complaints will be handled confidentially where possible.

However, information may need to be shared with relevant moderators or authorities if:

  • There are safeguarding concerns

  • There is a legal obligation

  • A criminal matter is alleged

7. Safeguarding

If a complaint involves a vulnerable adult, Branch will follow its Safeguarding Adults Policy and Procedure and may refer the matter to relevant authorities.

8. Escalation

If the complainant is not satisfied, they may request a review by a director of Branch Baby Loss Network CIC.

This request should be made within 10 working days of receiving the response.

A final response will aim to be provided within 30 working days.

9. Record Keeping

Branch will:

  • Keep a secure record of complaints

  • Review complaints annually to identify patterns and improve processes

10. Responsibility 

Overall responsibility for this policy lies with:

Jess Waugh, Founder, Branch Baby Loss Network CIC

All staff and volunteers are responsible for cooperating with complaint investigations.

11. Review of This Procedure

This Complaints Procedure will be reviewed annually by the directors to ensure it remains effective and appropriate for our community.