You choose where to begin
You may contact Andrew’s team or the independent pathway first. An internal conversation is available, not compulsory.
Ethics in practice
Complaints & Grievance Procedures
A concern should not need perfect words before it can be heard. You do not have to prove a breach, choose the correct policy label or approach the person concerned before asking for a response.
This procedure explains the direct and independent pathways, what a fair response should include, how information is handled and what remains outside this process.
Purpose and scope
A pathway for questions, concerns and alleged breaches.
This procedure applies to practical event matters and concerns about Andrew or a person formally appointed to facilitate, assist, organise, interpret, teach, train or provide designated support at an Andrew Barnes retreat or event.
A concern about another participant may still be brought to the event team so boundaries, immediate wellbeing and participation arrangements can be addressed. The professional Code does not automatically apply to a participant merely because they attend.
Concerns about an independent venue, supplier or professional may need to be directed to that person or organisation. Where practical, Andrew’s team should explain the relevant boundary and help identify an appropriate route.
This procedure does not replace applicable law, emergency assistance, safeguarding duties, professional regulation or a person’s right to obtain independent advice and support.
Before you begin
Four commitments that apply from the first contact.
No confrontation is required
You do not have to raise the matter with the person concerned, meet them or enter mediation in order to be heard.
Support is welcome
You may ask for a support person, representative, interpreter or reasonable communication adjustment during the process.
Retaliation is prohibited
No one should be disadvantaged, threatened, shamed or excluded for raising a concern or participating in a review.
Complaint, grievance or uncertainty
The distinction helps with routing. It is not an entry test.
A matter can include both practical and ethical concerns. Its description may also change when more information becomes available.
Complaint
A practical, service or event-delivery concern, such as registration, information, admission, communication, scheduling, accommodation, access or the performance of an official event role.
Grievance
A concern alleging unethical professional conduct, harm, misuse of power, a boundary violation, coercion, discrimination, retaliation or another possible breach of the Code.
Unsure
You may simply describe what happened and what you need now. The person receiving it should help identify a suitable route rather than reject it because the label is uncertain.
The pathway graphic
Two valid places to begin.
The original procedure graphic has been clarified so the independent pathway is available from the beginning, not only after an internal attempt has failed.
Start hereYou have a question, concern, complaint or grievance.
You do not need to label it or prove it before speaking.
Contact Andrew’s team
This may suit a practical matter, a request for explanation or a concern you want answered within the event structure.
Contact AndrewContact Safe Mediation
This may suit a concern involving Andrew, a possible ethical breach, a power imbalance or any matter you do not want handled within Andrew’s team.
Contact Safe MediationYou may choose either pathway first, change pathways or use an external legal, regulatory, police or safeguarding route. No one is required to confront the person concerned.
First responseClarify immediate needs, scope and next steps.
The process should begin with wellbeing, choice, conflicts of interest, available information and the response being sought.
The direct procedure
How a concern handled within Andrew’s team should proceed.
The response should be proportionate to the matter. A simple administrative mistake does not need a formal investigation, while a serious boundary or safety concern requires greater independence, documentation and care.
- 01
Receive and acknowledge
The concern is received without requiring a legal argument, perfect chronology or complete evidence. Receipt should be acknowledged reasonably promptly, with the next contact and expected timeframe explained.
- 02
Consider immediate wellbeing
Any present risk, urgent support need or need for an interim change is considered first. A temporary step is protective, not a final finding about what occurred.
- 03
Clarify the concern and your wishes
The person handling the matter clarifies what happened, who was involved, what information may be relevant and what response you are seeking. You may share only what you are ready and able to share.
- 04
Check independence and fairness
Conflicts of interest are considered before review. A person substantially involved in the concern should not decide it. A concern involving Andrew can be taken directly to Safe Mediation.
- 05
Review the available information
Relevant accounts and records are considered proportionately. A person whose conduct is questioned should ordinarily be told the substance of the concern and given a fair opportunity to respond, subject to safety, privacy and legal limits.
- 06
Respond, act and follow up
The response should explain what can be shared, what action will follow and whether another review or external pathway is available. If the timeframe changes, the people involved should receive a reasonable update.
Fairness and participant authority
Your rights remain present throughout the process.
Fairness is not achieved by forcing contact, disclosure or reconciliation. Restorative dialogue or mediation may be offered only when it is freely chosen, appropriate and supported by the people directly involved.
- To describe the concern in your own words and be told what information would help
- To bring a support person or authorised representative
- To request an interpreter or a reasonable accessibility adjustment
- To know who is handling the matter and raise a conflict-of-interest concern
- To decline a face-to-face meeting, restorative dialogue or mediation
- To receive reasonable updates when a direct review is still underway
- To use legal, regulatory, medical, therapeutic, police or safeguarding pathways at any time
- To be treated without retaliation, whether or not the concern is ultimately upheld
Information and records
Privacy with honest limits.
Information should be collected and shared with restraint. Absolute secrecy cannot be promised where fairness, immediate wellbeing or legal duties require limited disclosure.
Confidentiality
Details should be limited to people who need them to receive, review, advise on or respond to the concern. The person raising it should be told about foreseeable limits before sensitive information is shared further where practical.
Separate records
Complaint, grievance and incident records should be kept separately from ordinary participant notes, with access limited and retention governed by the applicable data and legal requirements.
Anonymous or limited disclosure
Information may be received anonymously or with a request to limit identification. This can restrict what can fairly be investigated or disclosed, but it should not prevent safety or pattern information from being considered.
Withdrawal
A person may step back from a direct process. Andrew’s team may still need to consider proportionate action where the information indicates a continuing risk, serious boundary concern or external reporting duty.
Possible outcomes
Resolution must fit the concern and the available information.
Constructive and restorative responses are valued, but they do not replace clear findings, boundaries or protective action when those are needed.
- Clarification, correction of information or an operational remedy
- An apology, acknowledgement or restorative option, only where freely agreed and appropriate
- Changes to event arrangements, support, policy, supervision or training
- A restriction, change or ending of an official event role
- Referral to an insurer, legal adviser, safeguarding body, regulator or public authority where appropriate or required
- A reasoned explanation when the available information does not support further action
Urgent and external matters
This is not an emergency or crisis-response service.
Immediate danger, an urgent medical or mental-health need, a suspected crime or a safeguarding concern should be directed to the appropriate local emergency, medical, police, safeguarding or specialist service.
Using an external service does not prevent someone from also raising a concern under this procedure. Nothing here limits a person’s right to seek legal advice, report to a public authority or obtain independent therapeutic and advocacy support.
Raise a concern
Choose the route that is right for you.
You do not need to contact the person concerned or use the direct route before approaching Safe Mediation.
Contact Andrew’s team
Use the website contact page and state that your message is a concern or complaint so it can be handled separately from an ordinary enquiry.
Contact AndrewContact Safe Mediation
Safe Mediation is the independent external contact currently named for concerns and formal grievances. Its own service scope determines whether and how it can accept a matter.
Contact Safe MediationThe wider framework