Hello Elaine,
I can help. We had no idea that this had been introduced, so had to turn it around very quickly recently . Once I had done a bit of research I discovered the Report and – Governing body reply, could be one document. This really helped us.
Here are our documents on our website. https://www.tauntonheritagetrust.org.uk/complaints-policy-and-procedure/
I am happy to give you a bit more information, if you want to email your contact number, Iā€™ll give you a quick call.
Best wishes
Ros
chiefofficer@tauntonheritagetrust.org.uk