Complaints & Feedback Procedure

Company number: 17413544

Not-for-profit Organisation

Registered office: 861 Stratford Road, Hall Green, Birmingham, England, B28 8BH

Effective date: 21 August 2026

Birmingham Community Partnership Ltd ("BCP", "we", "us" or "our") aims to provide useful, accessible and respectful support and activities.

We welcome feedback and take complaints seriously.

Making a complaint will not normally affect access to BCP activities or support.

A complaint may be made through the contact details published on the BCP website, in writing, or during contact with BCP.

A complainant may also be supported by, or authorise, another individual or organisation to communicate with BCP on their behalf.

Written complaints can be sent to:

Birmingham Community Partnership Ltd 861 Stratford Road Hall Green Birmingham B28 8BH

No particular form or legal wording is required.

It is helpful to explain what happened; when it happened; who was involved, if known; and the outcome sought.

BCP will seek to make the complaints process reasonably accessible.

Where appropriate, reasonable adjustments may be considered for disability, neurodivergence, language, communication needs or other relevant barriers.

BCP may request appropriate confirmation where another individual or organisation is acting for a complainant.

BCP will consider complaints fairly and proportionately.

Depending on the circumstances, this may include reviewing relevant information; obtaining further information; speaking to those involved; and considering what action, if any, is appropriate.

BCP will aim to deal with complaints as promptly as reasonably possible. More complex matters may require additional time.

Depending on the circumstances, BCP may:

An apology or attempt to resolve a complaint does not necessarily amount to an admission of legal liability.

• provide an explanation or further information;
• correct an error;
• apologise;
• reconsider a matter;
• make an appropriate change;
• take internal action; or
• decide that no further action is required.

A complainant who remains dissatisfied may ask BCP to review its response.

Where reasonably practicable, the review will be considered by someone who was not directly responsible for the matter complained about.

BCP will then provide its final response.

Concerns about the handling of personal information may also be raised through this procedure.

BCP will deal with such complaints in accordance with applicable data protection requirements.

Further information is available in BCP's Privacy Notice.

Where a complaint raises a safeguarding concern, BCP may address that issue separately from the complaint itself.

Protecting someone from serious harm may take priority over the ordinary complaints process.

Information may be shared with an appropriate organisation or authority where necessary and lawful.

Information relating to a complaint will be handled with appropriate care and shared only where reasonably necessary.

BCP may consider an anonymous complaint where sufficient information is available to do so.

Anonymity may limit BCP's ability to investigate or communicate an outcome.

BCP recognises that complainants may be upset or frustrated.

Threatening, abusive, discriminatory or seriously inappropriate behaviour towards anyone involved with BCP is not acceptable.

BCP may take reasonable steps to manage such contact while still considering any legitimate complaint.

Where a complaint identifies a reasonable opportunity for improvement, BCP will consider whether changes should be made.

Complaints and feedback may be submitted through the contact details published on the BCP website or sent to:

Birmingham Community Partnership Ltd 861 Stratford Road Hall Green Birmingham B28 8BH

BCP may update this procedure where its activities, organisational arrangements or legal responsibilities change.

The latest version will be published on the BCP website.

Effective from: 21 August 2026