Complaints Policy

Purpose
This policy outlines the procedures for handling complaints related to the planning, organisation, and delivery of the Justice for All Series 2025–2026 by CS-GB CIC. We are committed to providing professional, inclusive, and high-quality experiences for all attendees and we take all complaints seriously.

Scope
This policy applies to:

  • Event attendees
  • Speakers and panelists
  • Sponsors and exhibitors (stands)
  • Volunteers
  • Any other individuals involved in the event

What Constitutes a Complaint?
A complaint may include, but is not limited to:

  • Discrimination, harassment, or inappropriate behaviour
  • Accessibility issues
  • Technical or logistical problems
  • Breach of conference policies or code of conduct
  • Dissatisfaction with services or facilities

How to Make a Complaint
Complaints can be submitted:

Please include as much information as possible, for example:

  • Your name and contact information (optional for anonymous complaints)
  • A clear description of the issue
  • Date, time, and location of the incident
  • Names of individuals involved (if applicable)
  • Any supporting evidence (e.g., photos, screenshots)

Complaints Procedure
The following outlines the Justice for All Series complaints procedure:

  1. Acknowledgement: We will acknowledge receipt of your complaint within one week.
  2. Assessment: The complaint will be reviewed by the Justice for All Series Event Team.
  3. Investigation: If necessary, we will conduct a confidential investigation, which may involve speaking with relevant parties.
  4. Resolution: We aim to resolve complaints within four weeks of receipt of the complaint. You will be informed of the outcome and any actions taken.
  5. Escalation: If you are not satisfied with the outcome, you may appeal.

Confidentiality
All complaints will be handled with discretion and confidentiality. Information will only be shared with those directly involved in resolving the issue.

Monitoring
We will monitor complaints to identify trends, areas for improvement, and ensure that appropriate measures are taken to address issues raised so that we can improve our standards of delivery and performance on an ongoing basis.

Responsibilities
Everyone at Justice for All is responsible for ensuring that complaints are handled in accordance with this policy. The organisation will address complaints quickly and keep all parties updated on progress and outcomes.

Communication
You should make your complaint within 3 months of any incident occurring or any problem that you have experienced. At any stage, you can register a formal complaint by email.

Diversity, Equity and Inclusion
We are committed to handling complaints in a manner that is fair, unbiased, and respects the diversity of all individuals involved. This includes considering any specific needs or accommodation for reasonable adjustments that are required. All complainants are guaranteed fair, non-discriminatory treatment under the Justice for All Equality Policy.

Non-Retaliation
We will not tolerate retaliation against anyone who raises a complaint in good faith.

Continuous Improvement
All complaints are recorded and reviewed after each event to improve future ones.

Series Sponsor: Serco

Safeguarding society and reducing reoffending

Serco is a leading provider of custodial and secure escorting services for the UK, Australia and New Zealand governments for over 25 years.

Serco helps governments deliver a more effective justice system at a lower cost by:

  • championing technology
  • staff and prisoner research
  • psychological and trauma-informed approach to interventions to reduce re-offending
  • leveraging strategic partnerships with small enterprises and charities

Get in touch

For general enquiries, press requests, or to express interest in attending the Justice for All Series, please get in touch using the form below.

For partnership or sponsorship opportunities, please indicate your area of interest and a member of our team will follow up directly.