Our Service
We can support children or young people to raise a complaint if we are the commissioned advocacy provider or have been commissioned on a spot purchase basis. Our role remains the same: ensuring that the child or young person’s voice is heard, their rights are explained clearly, and they receive independent support throughout the complaints process.
We support children or young people, to raise complaints when they are unhappy with a decision, service, or treatment they have received. Our role is to ensure that individuals can exercise their right to make a complaint and that their voice is heard throughout the process.
How We Support Complaints
Our advocates:
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Listen to concerns and assist individuals in identifying what they want to change.
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Explain rights and the complaints process in clear, accessible language.
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Provide practical support, including writing letters, completing forms, and attending meetings.
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Ensure the individual’s views remain central to the process.
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Maintain independence by not taking sides or making decisions on behalf of the individual.
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Rights of Individuals
We uphold the right of individuals to:
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Be treated fairly, with dignity and respect.
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Have their concerns listened to and taken seriously.
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Receive clear responses within reasonable timescales.
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Access further support if they are dissatisfied with the outcome of their complaint.
Our Commitment
We commit to:
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Maintaining confidentiality, except where there are safeguarding concerns.
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Providing support at a pace and in a manner that meets individual needs.
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Explaining each stage of the complaints process clearly.
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Empowering individuals to speak up and make informed choices.
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Complaints About Our Service
If an individual is dissatisfied with the advocacy support, they receive, they can:
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Speak directly with their advocate.
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Contact our office by phone or email.
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Ask a trusted person to raise the concern on their behalf.
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All complaints about our service are dealt with in line with our complaints policy and are taken seriously.
