Case STudies

Positive Outcomes

We work with you as a Strategic Business Partner to ensure that our methods and your outcomes have a strong people and business focus

Our Case Studies

Service User Complaint

Child Protection Concerns, Service Industry

The Client & Their Needs

The client is a not-for-profit organisation operating several leisure sites in Scotland.

This case study has been fully anonymised to protect identities.

A complaint was made to the Manager on duty, of inappropriate conduct and interaction with a customer/child. The child’s age qualified their ability to attend the site unaccompanied by an adult.

The client promised the family a full internal investigation and requested McKinney HR complete an independent investigation into the events.

inappropriate conduct


This was a service user complaint investigation as opposed to a misconduct investigation.
As such the disciplinary policy was not applicable and instead reference was made to the organisation’s Child Protection Guidelines and Procedures.


The client decided not to interview the child due to their age – however their transcribed statement was utilised as the “complaint”.

The Manager and all staff on duty were interviewed as witnesses.
The respondent was also interviewed.
Child Protection Training Logs; timelines; site layouts; cameras and rotas were also reviewed.
Analysis of all evidence collected was measured and laid out in the report, weighed against the appropriate policies.


This was a sensitive investigation due to the subject matter. There were varying accounts of the incident and various types of evidence to review to establish the facts.

The client received a robust report of findings that allowed them to move forward with the parents, and the employee (respondent).

The client continues to utilise McKinney HR for any complex investigations.

Contact us

Contact us in confidence today if you need advice on or would like us to conduct a service user complaint investigation for you:

0131 524 8191 or 07543 544 467

workplace investigations

when you need us

You have received a grievance, complaint, dignity @work claim etc. or there has been an incident at work where you need to properly establish what has happened, what actions if any need taken and you need to move forward for the best interests of the people involved and your business

You don’t have the capacity or capability to undertake this yourself or you need independence due to others in your organisation being already involved in the case in some way

what we do for you

You will get a report which is proportionate to the seriousness of the issue/s, covering the evidence gathered, any breaches of policies or procedures, conclusions on each allegation and where there has been a grievance recommendation for resolution and any learning identified

benefit to you

You will receive a report which supports you to clearly see what you need to do next, which holds its own in relation to appeals and other proceedings,
the highest level of independence which is critical particularly when the issues are complex and the knowledge that you and your issues are safe with us