It is vital that all family and group members know how to make a complaint or raise a concern about the behaviour of a volunteer. You should clearly explain how they can make a complaint, and to whom, and what steps will be taken in such an event.

This should be reiterated several times to the family – they will be taking in a lot of information in their first weeks in the UK, and it’s likely they will forget some details.

The Home Office have created a template policy, which you can download here:

Template Complaints Policy

Resource sourced from: Home Office Application Guidance, pg. 10 - 15.