Complaints Policy for Basic Skills Solutions Ltd
Last updated: 25th November 2025
1. Purpose and Scope
2. Our Commitment
Basic Skills Solutions aims to:
3. Who Can Complain
Complaints may be raised by any individual or organisation which:
4. How to Make a Complaint
Complaints should be submitted in writing (letter or email) or by telephone. All complaints must include:
The Secretary
[email protected]
5. Complaint Handling Procedure
Stage 1 — Informal Resolution
Stage 2 — Formal Complaint
6. If You Are not Satisfied / Escalation
If the complainant remains dissatisfied with the outcome of the formal complaint, they may request a review by writing again to The Secretary within 10 working days of receiving the response. The Company will carry out a second review (ideally by a senior manager or different person) and respond in writing within 15 working days.
If following that review the complainant is still not satisfied, the complaint may be referred to an appropriate external body or mediator (for example, a relevant regulator or an independent dispute-resolution service), where applicable.
7. Confidentiality and Data Protection
8. Responsibilities
1. Purpose and Scope
- This policy applies to any complaint raised by clients or stakeholders of the Company, including but not limited to charities, not-for-profits or social enterprises using our consultancy services (strategy, funding, impact), or any third-party interacting with Basic Skills Solutions.
- A “complaint” is defined as any expression of dissatisfaction (whether by letter, email, phone, in person or online) about the standard of service, actions, omissions, or behaviour of the Company or its staff, where a response or resolution is explicitly or implicitly expected.
2. Our Commitment
Basic Skills Solutions aims to:
- Treat complaints seriously, respectfully, and confidentially.
- Provide a clear, fair and accessible process for raising complaints.
- Acknowledge complaints promptly.
- Investigate complaints thoroughly and objectively.
- Provide a timely written response and, if appropriate, remedy or explanation.
- Learn from complaints and improve services and policies accordingly.
3. Who Can Complain
Complaints may be raised by any individual or organisation which:
- Is, or has been, a client of Basic Skills Solutions, or
- Is otherwise affected by or involved with the Company’s services or staff, including funders, partners, stakeholders, or third parties.
4. How to Make a Complaint
Complaints should be submitted in writing (letter or email) or by telephone. All complaints must include:
- The complainant’s name and contact details.
- A clear description of what happened (who, when, where).
- Any relevant evidence or documentation.
- What the complainant considers would be a reasonable outcome or resolution.
The Secretary
[email protected]
5. Complaint Handling Procedure
Stage 1 — Informal Resolution
- Wherever possible, issues should first be raised informally, directly with the member of staff involved.
- Basic Skills Solutions aims to resolve informal complaints quickly, fairly and to the complainant’s satisfaction.
Stage 2 — Formal Complaint
- Once a complaint is submitted formally to The Secretary, the Company will acknowledge receipt in writing (by email or letter) within 5 working days.
- The complaint will be logged and assigned to an appropriate person (not previously involved, if possible) for investigation.
- The investigation will be thorough and impartial, considering all relevant evidence and perspectives.
- A full written response, explaining findings, conclusions and any corrective actions, will normally be provided within 20 working days of acknowledgement. If more time is needed (e.g. due to complexity), the complainant will be informed of the delay and given a new expected timeframe.
6. If You Are not Satisfied / Escalation
If the complainant remains dissatisfied with the outcome of the formal complaint, they may request a review by writing again to The Secretary within 10 working days of receiving the response. The Company will carry out a second review (ideally by a senior manager or different person) and respond in writing within 15 working days.
If following that review the complainant is still not satisfied, the complaint may be referred to an appropriate external body or mediator (for example, a relevant regulator or an independent dispute-resolution service), where applicable.
7. Confidentiality and Data Protection
- All complaints will be treated confidentially. Details of the complaint, investigation and outcome will only be shared with those who need to know in order to investigate or resolve the matter.
- Personal data will be handled in accordance with our Privacy Policy and applicable data protection legislation.
- Anonymised records of complaints and their outcomes will be kept for monitoring and review, to help the Company learn from issues and improve services.
8. Responsibilities
- All staff and management of Basic Skills Solutions are responsible for cooperating with complaint investigations and helping implement corrective actions where needed.
- The Secretary is responsible for logging complaints, ensuring the policy is followed, and coordinating the formal complaints procedure.
Updates to This Policy
This Complaints Policy will be reviewed by the Company at least every two years, or sooner if there are significant changes in legislation, organisational structure or feedback indicates a need to revise the process.
The most recent version will always be available on our website under Complaints Policy.
Contact Us
If you have questions or concerns about this policy, please contact:
The Secretary
Basic Skills Solutions Ltd
Email: [email protected]
Website: www.basicskillssolutions.com
Data Protection
At Basic Skills Solutions, data ethics are part of our mission to strengthen trust, transparency, and integrity across the nonprofit sector.
We believe that respecting privacy is not only a legal obligation but a vital part of building resilient, values-driven relationships between funders, nonprofits, and communities.
This Complaints Policy will be reviewed by the Company at least every two years, or sooner if there are significant changes in legislation, organisational structure or feedback indicates a need to revise the process.
The most recent version will always be available on our website under Complaints Policy.
Contact Us
If you have questions or concerns about this policy, please contact:
The Secretary
Basic Skills Solutions Ltd
Email: [email protected]
Website: www.basicskillssolutions.com
Data Protection
At Basic Skills Solutions, data ethics are part of our mission to strengthen trust, transparency, and integrity across the nonprofit sector.
We believe that respecting privacy is not only a legal obligation but a vital part of building resilient, values-driven relationships between funders, nonprofits, and communities.