To make a referral Email referrals@childandfamilysocialcare.com Mobile 07379 996 293
To make a referral Email referrals@childandfamilysocialcare.com Mobile 07379 996 293
Child and Family Residential Services accepts the rights of customers to make complaints and to register comments and concerns about the services received. We ensure that complaints are dealt with properly and that all complaints or comments by customers and their relatives, carers and advocates are taken seriously.
The complaints process is not designed to apportion blame, to consider the possibility of negligence or to provide compensation and it is not part of the organisation’s disciplinary policy. We view the complaint as an opportunity to learn, adapt, improve and provide better services.
Child and Family Residential Services believes that failure to listen to or acknowledge complaints leads to an aggravation of problems and customer dissatisfaction. We support the idea that most complaints, if dealt with early, openly and honestly, can be sorted at a local level between just the complainant and the organisation.
Child and Family Residential Services aims to ensure that its complaints procedure is properly and effectively implemented and that customers feel confident that their complaints are listened to and acted upon promptly and fairly. Specifically it aims to ensure that:
1. Customers, carers, users and their representatives are aware of how to complain and that the organisation provides easy to use opportunities for them to register their complaints
2. The Registered Manager is responsible for following through complaints procedure and responsible for the administration of the procedure.
3. All complaints to be in writing.
4. All complaints are acknowledged within 5 working days
5. All complaints are investigated within 14 days of being made
6. All complaints are responded to in writing within 28 days of being made
7. Complaints are dealt with promptly, fairly and sensitively, with due regard to the upset and worry that they can cause to both customers and staff.
8. If the complaint is being made on behalf of the customer by an advocate, it must first be verified that the person has permission to speak for the customer.
9. All complaints must be sent in writing to referrals@childandfamilysocialcare.com.
Date implemented: May 2022
Date to be reviewed: May 2024
Date approved by: Child and Family Residential Services
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