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Complaints Policy (Volunteers/Staff/Clients)

Effective Date: January 2024
Last Review Date: January 2026

1. Purpose

Overcome is committed to delivering high-quality training and remote mental health coaching services. We welcome feedback and take complaints seriously as part of our commitment to continuous improvement, transparency, and accountability.

2. Scope

This policy applies to:

  • Clients
  • Trainees
  • Staff, volunteers, and contractors

3. What Constitutes a Complaint

A complaint is any expression of dissatisfaction regarding:

  • Coaching services or client experience
  • Training delivery or assessment
  • Professional conduct
  • Organisational processes or decisions
  • Any aspect of service provided under the Overcome name

4. How to Raise a Complaint

Clients

Clients may raise a complaint by contacting the Client Management Team:

Trainees

Trainees may raise concerns by:

  • Contacting the leadership team directly, or
  • Using the “Report an Issue” button on the organisation’s website

5. Investigation Process

  • All complaints are acknowledged within a reasonable timeframe (typically within 5 working days)
  • Complaints are reviewed and discussed in management meetings
  • Where necessary, a proportionate investigation will be conducted
  • Relevant parties may be contacted for clarification
  • Outcomes and any actions taken will be communicated appropriately

Overcome is committed to handling complaints fairly, proportionately, and confidentially.

6. Outcomes

Outcomes may include:

  • Clarification or explanation
  • Informal resolution
  • Formal corrective action, which may include consideration under the Disciplinary Procedure where appropriate
  • Policy or process review
  • Additional training or supervision where appropriate

7. Appeal / Review

If the complainant is not satisfied with the outcome, they may request a review.

  • Reviews will be considered by a different member of the leadership team where possible
  • A final outcome will be communicated following the review

8. Relationship with Grievance and Disciplinary Procedures

  • Complaints raised by clients or external stakeholders will be managed under this Complaints Policy
  • Concerns raised internally by staff or trainees relating to their role, treatment, or working conditions may be managed under the Grievance Procedure
  • Where a complaint relates to the conduct or performance of a staff member, this may lead to consideration under the Disciplinary Procedure

Overcome will determine the most appropriate process to ensure concerns are handled fairly and consistently.

9. Review

This policy is reviewed annually and updated as required