A plain summary of how we handle this area. A full policy document is available on request.
Young people, families, and professionals can raise a concern or complaint by speaking to any member of our team, asking to speak to the Registered Manager, or emailing us directly. We will take it seriously whichever route you choose.
We acknowledge every complaint within 2 working days. We aim to respond in full within 14 working days, and we tell you straight away if we need longer. You will be kept informed throughout.
You can escalate to Ofsted (0300 123 1231) or to the placing local authority. If the complaint is from a young person, an independent advocate can support them through the process.
We keep a shorter, plainer version of this procedure in the children's guide given to every young person on arrival. If any child asks for help to use it, we help them.
To raise a concern with us now, email info@decorumcarehomes.co.uk.