JSL Complaints Policy
Version 1.0 — June 2026
1. Purpose
At JSL, we take every complaint seriously. If something has gone wrong — or if a client feels it has — we want to know, so we can put it right and learn from it.
This policy explains how to raise a complaint with JSL, what happens when we receive it, and what to do if you are not satisfied with our response. It covers both general service complaints and complaints about how we have handled your personal data.
2. Who This Policy Applies To
This policy applies to anyone who has worked with JSL in any capacity — including clients, partner organisations, individuals connected to our work in education, charity, or ecclesiastical settings, and anyone whose personal data we process.
3. What You Can Complain About
General service complaints
You can raise a complaint if you are concerned about any aspect of how JSL has delivered its services. Examples include:
• the quality or outcome of advisory, diagnostic, safeguarding, or governance work
• how you or your organisation were treated by JSL staff or associates
• delays, missed deadlines, or poor communication
• a breach of confidentiality or professional standards
Data protection complaints
You also have the right to raise a complaint if you believe JSL has not handled your personal data in line with data protection law (UK GDPR and the Data Protection Act 2018, as amended by the Data (Use and Access) Act 2025). Examples include:
• a subject access request that was not responded to correctly or on time
• your data being used in a way you did not expect or consent to
• inaccurate information being held about you
• a data breach that has affected you
• difficulty exercising any of your data protection rights
You do not need to use legal language or quote specific legislation for your complaint to be valid. If you are unhappy with how we have handled your information, please tell us.
4. How to Make a Complaint
You can raise a complaint in any of the following ways:
• Email: johnddmurphie@gmail.com
• Post: JSL, Unit 20, Hurstfold Industrial Estate, Fernhurst GU27 3JG
• Telephone: 07801545872
Please provide as much detail as you can: what happened, when, and how it has affected you. If your complaint relates to a specific piece of work or engagement, please let us know the details.
If you need any support making your complaint — for example, if English is not your first language or you have a disability that affects communication — please let us know and we will do our best to accommodate you.
5. What Happens Next
Acknowledgement
We will acknowledge your complaint within 5 working days of receiving it. Our acknowledgement will confirm who is handling your complaint and give you a reference point for any follow-up.
For data protection complaints, we are required by law to acknowledge your complaint within 30 calendar days of receipt.
Investigation
Your complaint will be investigated by a senior member of the JSL team who was not directly involved in the matter you are raising. We will:
• review any relevant records, correspondence, or work products
• speak to the staff or associates involved where appropriate
• consider whether our policies and professional standards were followed
We aim to provide a full response within 20 working days of acknowledging your complaint. If the investigation is more complex and we need more time, we will let you know and give you an updated timeframe.
Our response
Our written response will explain what we found, whether we uphold your complaint (in full or in part), what action we are taking, and — where relevant — what we will do differently going forward.
If we do not uphold your complaint, we will explain clearly why.
6. If You Are Not Satisfied With Our Response
If you are unhappy with the outcome of your complaint, you can ask for it to be reviewed by the Managing Director. Please contact us within 20 working days of receiving our response and explain why you remain dissatisfied.
We will aim to complete this review within 15 working days and provide a final written response.
External escalation — general complaints
If you have exhausted our internal complaints process and remain dissatisfied, you may wish to seek advice from a relevant professional body or regulator depending on the nature of your complaint.
External escalation — data protection complaints
If you are unhappy with how we have handled a data protection complaint, you have the right to escalate your complaint to the Information Commissioner’s Office (ICO) at any time — you do not have to wait until you have gone through our internal process first, though we would encourage you to raise it with us first so we have the opportunity to resolve it.
The ICO can be contacted at:
• Website: ico.org.uk
• Telephone: 0303 123 1113
• Post: Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, SK9 5AF
7. How We Use Complaint Information
All complaints are logged and reviewed periodically by the Managing Director. We use this information to identify patterns, improve our services, and ensure our policies remain fit for purpose.
Personal information provided as part of a complaint will be handled in accordance with our Privacy Notice and retained only for as long as necessary.
8. Unreasonable or Vexatious Complaints
We treat all complaints in good faith. In rare cases where a complaint is pursued in a way that is abusive, repetitive, or clearly designed to cause disruption rather than seek resolution, we reserve the right to restrict further engagement. We will always explain our decision in writing if we do this.
9. Policy Review
This policy is reviewed annually, or sooner if legislation changes or following any significant complaint. It was last approved by the Managing Director in June 2026.
Approved by: Managing Director, JSL
Date: June 2026
Next Review: June 2027