What to Expect when making a Complaint

Raising a concern

We understand that making a complaint can feel challenging.

Your concern will be taken seriously and handled respectfully.

What happens next

1. You submit your complaint

You complete a form explaining:

• what happened
• who was involved
• what outcome you are seeking

2. We review your complaint

We check that:

• it relates to an ANLP Member
• it falls within our remit

If it can proceed:

• the Member is informed
• both sides provide information

3. Independent review

An independent reviewer considers:

• your account
• the Member’s response
• any supporting information

They may ask questions to ensure the situation is fully understood.

4. Resolution (where possible)

We aim to resolve concerns without a formal hearing.

This may involve:

• clarification
• agreed actions
• recommendations

Many complaints are resolved at this stage

5. Formal hearing (if needed)

If the matter cannot be resolved:

• an independent panel reviews the case
• both sides are heard
• a decision is made

6. Outcome

You will receive:

• a clear explanation of the outcome
• any actions required

7. Appeal (process only)

You may appeal if:

• the process was not followed correctly
• and this affected the outcome

What you can expect

• to be heard and treated with respect
• clear communication throughout
• a fair and impartial process