Complaints & Representations Policy

This policy applies to complaints, concerns and representations raised by:

• Children and young people living in our homes
• Their families and carers
• Social workers and other professionals
• Advocates and independent visitors
• Staff, where the concern relates to the welfare or rights of a child
• Members of the public

Staff grievances relating solely to employment matters are managed under the Grievance Policy. However, where a concern relates to safeguarding, poor practice, organisational conduct or risk to children, it is considered under this policy alongside the Safeguarding & Whistleblowing Policy.

Views, wishes and feelings - everyday preferences, opinions and emotional expressions. These are not automatically complaints, but they are important and should be acknowledged respectfully within daily recordings, keywork sessions, house meetings or care planning.

Low-level concerns or grumbles - everyday frustrations that may not require formal escalation but should still be addressed. Staff should remain alert to patterns or recurring themes that may suggest a wider issue.

Representations - a concern, challenge or objection about a decision affecting a child or young person, often about process, fairness or decision-making rather than conduct.

Informal complaints - concerns more significant than a grumble that can usually be resolved quickly and proportionately without a full formal investigation. They are still recorded and reviewed.

Formal complaints - concerns requiring a structured, recorded response and formal investigation, including allegations of mistreatment, breach of rights, repeated unresolved concerns, discrimination, serious breaches of policy, or any matter the complainant specifically wishes to be treated formally.

Safeguarding concerns - where a complaint includes allegations of abuse, neglect, discrimination, harmful practice, significant emotional harm, intimidation, inappropriate restraint or any other issue that may place a child at risk, staff must immediately follow safeguarding procedures as well as this policy. A complaint does not stop being a safeguarding matter because someone has described it as a complaint.

All complaints and representations are managed in a way that is respectful, proportionate and child-centred. Children and adults must be listened to and taken seriously. No one should be discouraged from raising a concern or made to feel that doing so is inconvenient or disloyal. Concerns are addressed at the lowest appropriate level wherever possible - but never minimised. Children are actively involved throughout the process, supported to understand what is happening, what the possible outcomes are, and how they can seek further support if they remain unhappy.

The initial response to a concern is critical. Staff must listen carefully, remain calm and avoid becoming defensive or dismissive. Where appropriate, the concern is addressed there and then, recorded clearly, and the outcome shared with the person who raised it. If the concern is not resolved, or if similar issues arise repeatedly, it is escalated to the formal stage.

A complaint is treated as formal where it involves significant concerns, repeated issues, allegations of poor practice, breaches of rights, or where the complainant requests a formal response. Complaints must not remain at shift level where they involve staff conduct, safeguarding concerns or potential escalation beyond the home.

The Registered Manager is informed on the same day. The Responsible Individual is also informed where the complaint involves safeguarding concerns, serious incidents, concerns about the Registered Manager, or organisational or reputational risk. Where there is any uncertainty, staff err on the side of escalation.

The investigation involves speaking to relevant individuals, reviewing records and considering any associated safeguarding or practice issues. A written response will normally be provided within ten working days. Where this is not possible, the complainant is informed of the reason for delay and provided with a revised timescale. The response will clearly explain the nature of the complaint, how it was investigated, the findings reached, whether it has been upheld, and what action has been taken or will be taken.

Children are actively supported to understand and use the complaints process. Staff explain complaints in a way that is meaningful - using language, format and pace appropriate to the child - and help them understand that they can complain about something big or small, that they will be taken seriously, and that they can ask for support from someone outside the home if they want to. Support includes the Young Person's Guide, visual materials, advocacy information and support from trusted adults.

You can raise a complaint or concern with us in any of the following ways:

• Speaking to any member of staff at the home
• Asking to speak with the Registered Manager
• Emailing us at info@saplingstonecare.co.uk
• Writing to us at Suite RA01, 195–197 Wood Street, London, E17 3NU

If a complainant remains dissatisfied after our formal response, they may escalate the complaint further. Children and adults can contact external bodies directly:

• Ofsted - Piccadilly Gate, Store Street, Manchester, M1 2WD · enquiries@ofsted.gov.uk · 0300 123 1231
• Office of the Children's Commissioner - Help at Hand · help.team@childrenscommissioner.gov.uk · 0800 528 0731
• NYAS Advocacy · 0808 808 1001
• The relevant local authority complaints team - details depending on the child's placing authority. Children are actively supported to make contact with any external person or organisation they wish to approach.

We take a proactive approach to community relationships, working collaboratively and constructively with neighbours, addressing concerns early and seeking practical, proportionate solutions. A well-run home should sit comfortably within its local environment and contribute positively to the community. Recurring concerns are reviewed by the Responsible Individual to ensure appropriate oversight and learning. At all times, the welfare, dignity and rights of children remain central - we will not adopt unnecessarily restrictive practices, instead supporting children to live positively within their community.

Learning from complaints is considered in team meetings, supervision, audits, and Regulation 44 and Regulation 45 reporting processes. Complaints are understood not only as incidents to resolve, but as a source of service improvement and quality assurance. This policy is reviewed annually, or sooner in response to complaints, inspection findings, changes in legislation, regulatory guidance or learning from practice.

Children and adults must be able to access this policy and understand how to raise a complaint. We provide child-friendly information about how to complain, who to speak to and how to contact someone outside the home - including in formats that meet communication, literacy or accessibility needs.