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Your feedback matters

Complaints & feedback

We want to hear from you. If something isn't right, telling us helps us put it right and improve our care.

This is a placeholder Complaints procedure. Please align it with your full complaints policy before publishing.

Our approach

We take all complaints seriously and treat them as an opportunity to learn and improve. Children, families, professionals and visitors can all raise a concern, and no one will be treated unfairly for doing so.

How to make a complaint

You can raise a complaint in whatever way is easiest for you:

What happens next

1

We acknowledge

We will acknowledge your complaint promptly, usually within a few working days.

2

We investigate

We look into the concern fairly and thoroughly, keeping you informed throughout.

3

We respond

We share our findings, any actions taken, and what we'll do differently.

Support for children

Every child in our care is helped to understand how to raise a worry or complaint, and who they can talk to. Children can also access independent advocacy support if they wish.

If you're still not satisfied

If you feel your complaint has not been resolved, you can contact the relevant local authority's children's services, or contact Ofsted:

  • Ofsted: 0300 123 1231
  • Email: enquiries@ofsted.gov.uk

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