When to use this
Use this log to record every complaint about a trans-inclusion decision or policy, and to track its resolution. Complaints are a signal, not noise: they tell you where a decision is felt to be unfair, unclear, or unlawful. Route them through one consistent process, protect the confidentiality of those involved, and tie each complaint to the decision record it concerns. A traceable, consistent process is itself a governance strength — it shows that the organisation listens, responds, and learns.
How to use this template
Maintain the log as a single register. Record each complaint when received, not when resolved. Use the linked decision-record reference to connect the complaint to the underlying decision, so patterns can be seen. Protect complainant identity where anonymity is requested or appropriate.
A complaint is not an attack on the decision; it is feedback that the decision is felt to be unfair, unclear, or unlawful. Treat each one as evidence for the next review of the policy. Where the same decision attracts repeated complaints, that is a signal to revisit the decision itself — not to harden the complaints process. Keep the log accessible to those who need it for oversight, but restrict it to protect confidentiality. Review the log on a schedule, and look for patterns: a cluster of complaints about one site, one policy, or one type of decision points to where the organisation’s practice and its stated policy have drifted apart.
Log fields
Log ID: Date received: Complainant category: (service user, employee, member of public, anonymous — do not record identifying details unless necessary) Channel: (email, form, verbal, other) Issue / decision challenged: Linked decision record: (reference) Severity: (low / medium / high) Owner: (named) Response / action: Status: (open / in progress / escalated / closed) Outcome: Escalated to: Date closed: Notes:
Log table
| Log ID | Date received | Complainant category | Channel | Issue / decision challenged | Linked decision record | Severity | Owner | Response / action | Status | Outcome | Escalated to | Date closed | Notes |
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
Escalation rules
When is a complaint escalated? (Define the triggers — e.g. a complaint that challenges a decision’s legality, one that involves a vulnerability, or one that is not resolved at first line.) Who is it escalated to? What is the timescale for escalation? How is the complainant kept informed?
Confidentiality
How is complainant identity protected? (Pseudonymisation, restricted access.) Who can see the log? What is published, and what is withheld?
Review
Log review schedule: Log owner: Patterns to watch for: (repeated complaints about the same decision may indicate the decision should be revisited.)
This template provides general information and does not constitute legal advice. It is a scaffold to support your own documented, proportionate decision-making. Adapt it to your context and take specialist advice where your decision warrants it.