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Complaints Policy Summary

Listening, Learning and Improving Together At Orpheus, we are committed to delivering high quality education, housing and care. We welcome feedback and take complaints seriously because they help us learn, improve and put things right when something hasn’t gone as it should.

This page explains how to raise a concern, what happens next, and how we make sure complaints are handled fairly, openly and promptly.

Who Can Make a Complaint?

Anyone can raise a concern or complaint, including:

  • Students and alumni
  • Parents, carers and families
  • Supporters, volunteers and fundraisers
  • Members of the public

Complaints can relate to:

  • Education, housing or care
  • Fundraising activity (including third parties)
  • Any other aspect of our work

Our Commitment

We promise to:

  • Treat all complaints seriously and respectfully
  • Act fairly, openly and without discrimination
  • Respect confidentiality wherever possible
  • Make reasonable adjustments so everyone can access the complaints process
  • Protect complainants from disadvantage or unfair treatment

Step 1: Raise a Concern Informally

If something isn’t right, we encourage you to:

  • Speak to a member of staff as soon as possible
  • Explain what you’re unhappy about
  • Give us the chance to resolve the issue quickly

Many concerns can be fixed at this stage without needing a formal complaint

Step 2: Make a Formal Complaint

If the issue isn’t resolved informally, you can make a formal complaint:

How to complain

Complaints about the Chief Executive can be made directly to the Chair of Trustees

What Happens Next?

  • We will acknowledge your complaint within 5 working days
  • We aim to resolve it within 20 working days
  • If more time is needed, we’ll explain why and keep you informed
  • An impartial manager will investigate and gather relevant information
  • You will receive a clear written outcome, explaining our decision and any actions taken

Possible Outcomes

After investigation, we will explain whether:

  • The complaint is upheld, and how we’ll put things right
  • The complaint is not upheld, with clear reasons
  • Some parts are upheld and some are not

Where something has gone wrong, this may include:

  • An apology
  • Practical steps to fix the issue
  • Changes to policies, processes or practice

 

If You’re Not Satisfied

If you’re unhappy with the outcome:

  • You can appeal in writing within 5 working days
  • Appeals are reviewed by the CEO or an independent trustee panel, depending on the case
  • A written outcome will be provided within 20 working days

If concerns remain, you may also contact external bodies such as Ofsted, the Department for Education, the Fundraising Regulator, the Local Government Ombudsman or CQC, depending on the nature of the complaint

Support with Complaints

  • Students can ask a tutor or trusted person to help them make a complaint
  • Representatives or advocates are welcome
  • Complaints can be made in accessible formats on request

Our Learning Culture

All complaints are recorded and reviewed so we can:

  • Spot themes and trends
  • Improve our services
  • Strengthen trust and accountability across Orpheus