Feedback & Complaints

Your feedback helps us improve. Whether you're a young person, family member or professional we work with, we want to hear from you — good or bad. You will never get in trouble for speaking up.

Informally, you can speak to any member of staff or your key worker at any time.

Formally, we have a clear Complaints Procedure with defined escalation routes, through to independent oversight, so every concern is taken seriously and followed up. We aim to acknowledge every complaint within 2 working days and give a full written response within 10 working days. If a complaint touches on safeguarding, it's fast-tracked and prioritised above normal timescales.

Independent advocacy is available to any young person who wants support raising a concern, understanding their rights, or being heard in a meeting.

Concerns can also be raised directly with Ofsted on 0300 123 1231 or enquiries@ofsted.gov.uk.