Children’s Complaints

Complaints from children and their family members may be received verbally and in writing. The children’s guide sets out a child-friendly explanation of how to make a complaint. A copy must be available in a communal area where a child does not have to request this and be easy to understand. A staff member can complain on behalf of a child, provided the child consents. Any reprisals against a child who has made a complaint are forbidden.
Each instance of the complaint must be reported to and overseen by the manager. Upon receiving the complaint, the manager will complete the appropriate sections in the complaints book for proper action. If the complaint concerns the manager, the child should be encouraged to contact the registered individual.
Every effort will be made to resolve the complaint informally through negotiation and mediation. If this is unsuccessful, the matter must be pursued formally. A complete response to the child/family member must be given within ten working days. They must be kept informed of the progress being made during this time. Any person subject to a formal complaint must not take part in any response to/consideration of that complaint.
If the manager is unable to resolve the complaint within the timescales of the process or is indeed the subject of any complaint, the child or a family member has the right to refer the complaint to the regulatory authority, details of which are as follows:

OFSTED

Piccadilly Gate, Store Street, Manchester M1 2WD

Tel. 0300 123 1231

Once the complaint has been resolved, the manager will complete the relevant sections in the complaints book, signed off by the head of service.
The manager is responsible for maintaining records relating to a complaint and using an appropriate complaints book to monitor the progress made in resolving the complaint.
Records will include written complaints received and copies of statements from relevant parties during the investigation.
Completed complaints will be reviewed regularly for any adverse trends in service quality as part of the monitoring of the home.
A section is included in the complaints book, allowing the child to comment on the outcome. This opportunity must be offered, and the child’s comments must be recorded.
We send a letter acknowledging the complaint and throughout the process.
Before reviewing the complaints procedure, the children’s views are sought and recorded that they agree to the changes and are happy with them.
Complaints can be emailed to info@capernaumltd.co.uk

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