Complaints Procedure

We want to provide a great service for all the young people we work with. But if you’re unhappy about something we’ve done (or not done), or a decision that affects you, you have a right to complain.

The first thing to do is let us know. Call in to your local office, phone or email us. If you prefer, you can ask a representative to do it for you, like your social worker.

Remember, if you make a complaint, it will be treated seriously. Our priority is to try and resolve it quickly and fairly, and you will be kept informed throughout.

Here’s the process.

let’s talk

You can speak to a member of staff and we’ll try and put things right. If you are still unhappy, we’ll go to the next step.

a formal complaint

Our Practice Manager will investigate the complaint and respond to you within 28 days. If you’re still unhappy, we’ll go to the next stage.

review of complaint response

Our CEO will arrange a meeting with you within 28 days of your review request, and will write to you within two days of the meeting to tell you the outcome.
Still unhappy?

panel request

The panel will be organised within
28 days of your request to review the response. The CEO will tell you the outcome within 28 days of the review.

Please note- this is a summarised policy statement which provides an overview of our organisational policy. It should not be viewed as a standalone document. If you require more information on our policies and procedures,
please contact us by email on or by calling 028 9024 4888.

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