Hi, the information you've posted is excellent to use as a checklist for how you personally manage complaints, it's a list that you could take with you when you're about to settle into a new position or to help make the transition from one set of procedures to a new set or assess new responsibilities.
How you put the list into practice will depend on each individual setting that you work in.
Maybe add extra information to describe what happens by identifying the different forms used in the setting for formal/informal complaints, describe where they're kept, who has access to them and how this ensures confidentiality, who handles complaints eg. manager, designated officer, and deals with the process from submission to resolution/action plan. Where is your quiet place to make complaints, explain how this privacy, time and respect provides the opportunity to express exactly what the grievance is and how by enabling this ability to communicate it supports your parent partnerships.
Hth
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