Published: 17 Nov 2021  |  Category: Application process  |  Stage: We are writing our application

Preparing a complaints handling policy and procedure

Learn how to create a policy to handle complaints from the refugees you support

In order to gain approval as a Community Sponsorship Group, your application will need to have a clear complaints policy that outlines how you will handle a complaint that may be made by the refugees you are supporting. It should outline how the complaint will be handled and the timeline for action. If you are working with a Lead Sponsor, it is essential that you discuss your complaints policy and procedures with them in advance of submitting your application. All of your Group members will need to know what to do should they receive a complaint, and the refugees should be made aware of this policy, so you will need to translate this into the language spoken by the family you are supporting.

To assist Groups with preparing their complaints policy, the Home Office have made a template complaints policy and procedure available. It’s important that you read through this carefully and ensure that it works for your Group. It may be helpful to walk through the making of a complaint as a Group to see how the procedure would work. 

As this is a complaints procedure that the family you support will use, in order to make this as accessible as possible, We have made this available to you in Arabic and Kurdish Kurmanji, indicating where you should place the name of your Group, or names of your Lead Sponsor. This version has been made directly from the Home Office template, but has been translated via Reset Communities and Refugees.

You can download the template complaints handling process in word on our website or in the guidance for sponsorship groups found on the website.


Home Office template - complaints handling guidance and form [110.6KB] Download .DOCX

Complaints policy - Kurdish Kurmanji version (translated by Reset) [126KB] Download .DOCX

Complaints policy - Arabic version (translated by Reset) [220KB] Download .DOCX

Complaints policy - Dari version (translated by Reset) [98.8KB] Download .DOCX

Complaints policy - Pashto version (translated by Reset) [98.4KB] Download .DOCX