Complaints Policy and procedure

Author/Responsible Trustee: Vicki Hook
Role: Trustee, Beyond the Horizon Charity
Review date: March 2025
Approved by: Trustees March 2022
In use since: 1 April 2014
Version: 2
Comments/reviewer: Vicki Hook, March 2022
Comments/reviewer: Vicki Hook, March 2022


  • BTHC Complaints Policy

    Beyond the Horizon Charity (BTH) aims to provide high quality services which meet the needs of the children, families, professionals that we support. We welcome all feedback about our services whether positive or negative, effectively demonstrating the willingness to learn from omissions and mistakes in an open and honest manner. If you have a complaint about us, please let us know.

    In order to ensure our services remain at a high and improving standard, we have a procedure through which you can let us know of for any reason you are not satisfied with your dealings with the organisation.

    If someone is not happy about any aspect of our services, or the way they have been dealt with by our staff, it is important that we know so that we have the opportunity to put things right and, if necessary, make changes to our decisions and/or the way we work. Complaints and feedback help make us aware of problems that we don’t know about and are therefore vitally important.


    Scope of the Policy

    This policy applies to BTH Trustees, staff, volunteers and freelance staff.

    How to Complain:

    Compliments, suggestions and complaints can be made over the phone, by email or in writing:

    Phone: 0121 444 5454


    Beyond The Horizon

    Holy Cross Centre

    Beauchamp Road


    Birmingham B13 0NS


    If you are not happy with any aspect of Beyond the Horizon Charity, please tell us. If you are unhappy about the service you have received, or you are unhappy with an individual member of the team you can:

    • Speak to the relevant team member that has been supporting you or your child
    • If you would prefer to speak to someone else who is not involved directly with supporting your child speak to the Chief Executive Officer.
    • If your complaint is about the Chief Executive Officer, please write to the Chair of Trustees.

    What happens next:

    Often, we will be able to give you a response straight away.

    All written complaints will be logged. You will receive a written acknowledgement within five working days.

    The aim is to investigate your complaint properly and give you a full written response within twenty working days, setting out how the problem will be dealt with. If this is not possible, an interim response will be made informing you of the action taken to date or being considered.



    We hope to resolve concerns at this stage. However, if you are not satisfied with our response, you have the option to ask for a review and a further response by one of our Trustees.


    What happens if you are not happy with our response:

    If you are not satisfied with the response you have received or if you wish to raise the matter more formally, please write to Chief Executive Officer (please see details below).

    If after we have responded you are still not satisfied, please write to the Chair of Trustees who will report the matter to the Board of Trustees. They will decide on any further steps to resolve the situation.

    Chief Executive Officer – Jenny Graham           

    0121 444 5454

    Beyond the Horizon Charity, Holy Cross Centre, Beauchamp Road, Billesley, B13 0NS


    Chair of Trustees – Alan Clee               

    Beyond the Horizon Charity, Holy Cross Centre, Beauchamp Road, Billesley, B13 0NS