PPL Complaints Policy

Introduction

• People Places Lives Ltd (PPL) is committed to delivering high-quality, reliable, and accessible web-based solutions and online services for our clients, partners, and end users.
• We are committed to maintaining high standards of service, integrity, and professionalism in everything we do. We recognise that, despite our best efforts, there may be occasions when individuals or organisations interacting with us feel dissatisfied.
• We value all feedback and take complaints seriously, recognising them as opportunities to learn, improve, and strengthen trust.
• This policy outlines how we manage, respond to, and resolve complaints from external parties in a fair, consistent, and timely manner.
• Everyone has the right to raise a concern or express dissatisfaction without fear of reprisal.
• A complaint is defined as any expression of dissatisfaction, whether spoken or written, where the individual or organisation raising the concern expects a response or resolution. Complaints may relate to the quality, availability, or delivery of our services or products; the conduct or professionalism of our staff or contractors; the functioning or accessibility of our digital systems; or concerns about communication, delays, or decision-making. Complaints may also arise from perceived unfair treatment, contract disputes, or data protection concerns. Whether the complaint is justified or not,  we are committed to taking all concerns seriously and responding in a respectful and constructive manner.

Purpose

The purpose of this policy is to:

• Provide a clear and transparent process for handling external complaints.
• Ensure complaints are dealt with promptly, politely, and professionally.
• Ensure that no complainant is discriminated against, victimised, or treated unfairly as a result of making a complaint.
• Identify root causes and implement improvements to prevent recurrence.
• Maintain strong and trusting relationships with clients, partners, and service users.
• Ensure appropriate action is taken without delay to respond to any failures identified through complaints or investigations.

Scope

This policy applies to all external complaints, including those made by:

• Clients – organisations or authorities that contract our services.
• End users – individuals or members of the public using our company owned websites or online systems
• Partners and suppliers – organisations collaborating with us on projects or service
  delivery.

This policy does not apply to:

• Complaints or grievance raised by employees. This policy can be found in the PPL
  Employee Handbook.
• Requests for service support or technical assistance. These are managed under the
  standard support or service desk process.

Roles & Responsibilities

Directors:

• Have ultimate responsibility for ensuring the policy is effectively implemented and reviewed.

Senior Leadership Team:

• Review escalated complaints.
• Approve corrective actions.
• Ensure lessons learned are implemented.
• Monitor trends and report findings to implement long-term solutions.

Employees:

• Treat complaints seriously, whether made verbally or in writing, and report them promptly.
• Acknowledge all non-anonymous complaints and report them promptly.
• Adhere to policy guidelines and procedures.

Making a complaint

Complaints can be made to any member of staff, either verbally or in writing.

Unless the complaint is anonymous, all complaints are acknowledged, whether written or verbal.

Complaints can be submitted via:

1. Email
2. Online form
3. In writing
4. By phone

We encourage complainants to provide as much detail as possible, including:

1. Name and contact details
2. Description of the issue
3. Date(s) and relevant service or system
4. Any supporting evidence

Information and guidance about how to complain, including our internal procedures, expected timescales, and the escalation process, is available to all service users. This information also includes guidance on what to do if the complainant is not satisfied with our response.

Complaint Handling

Acknowledgement

• All complaints are acknowledged within 3 working days of receipt.
• The acknowledgement will confirm who is handling the complaint, outline the process, and  provide an estimated response timeframe.
• Complainants, and those about whom complaints are made, will be kept informed of the complaint’s progress.

Investigation

• A review is undertaken to determine the appropriate level of investigation and any immediate actions required.
• Where necessary, the matter may be referred to appropriate authorities, such as professional regulators or local authority safeguarding teams.
• Investigations are carried out objectively to identify the cause of the complaint and what actions are required to prevent recurrence.
• When the complainant has identified themselves, we will investigate and respond to them — and where relevant, their family or carers — without delay.
• Investigations are typically completed within 10 working days, though complex cases may take longer (in which case the complainant will be informed).

Response

• A written response is issued, setting out the investigation findings, conclusions, and any corrective or preventative actions taken.
• If no action is taken, the reasons will be documented.
• If the complainant is not satisfied, they may request an internal review.

Escalation & Review

• A senior manager will review how the complaint was handled and issue a final written response within 10 working days of escalation.
• This will outline any further actions or decisions.
• If the complainant remains dissatisfied, they may escalate the matter externally (e.g., to a  regulator, local authority, or independent body). The company will cooperate fully with any independent review or process.

Confidentiality, Consent and Data Protection

• All complaints will be handled confidentially in accordance with the UK GDPR and Data Protection Act 2018.
• Confidentiality and consent will not be compromised during the complaints process unless there is a professional or statutory obligation to disclose information (e.g., safeguarding or legal requirements).
• Information will only be shared with those directly involved in investigating or resolving the complaint.

Monitoring and improvement

• The company maintains effective systems to ensure all complaints are investigated without delay.
• A complaints log will be kept to record all complaints, outcomes, and actions taken. Trends and  areas of risk will be monitored to identify opportunities for service improvement.
• Lessons learned from complaints are reviewed at management review meetings and used to inform training, process improvements, and quality management.
• Appropriate corrective and preventative actions will be implemented promptly to address any  identified failures or risks.

Non-retaliation and fair treatment

Complainants will not be discriminated against, victimised, or treated unfavourably for raising a  complaint.

Making a complaint will not affect the level of service or support provided to them in any way.