We listen carefully
We take time to understand the concern being raised and give people the opportunity to explain what has happened in their own words.
Complaints
We listen, respond and learn.
If something does not feel right, we want to know. Young Angels Care Ltd takes concerns and complaints seriously, and we aim to respond in a fair, respectful and timely way.
Our Commitment
Concerns should be heard clearly and handled respectfully.
We want children, families, professionals and visitors to feel able to speak up. Complaints and feedback help us understand what has happened, put things right where needed and improve the way we work.
How To Raise A Concern
If something is not right, please tell us.
You can contact us with a concern or complaint at any time. It helps if you can share what happened, when it happened, who was involved and what you would like us to look at.
If someone is at immediate risk of harm, call 999 straight away.
Our Complaints Principles
A fair process should be clear, respectful and focused on learning.
We respond fairly
We review concerns without judgement, gather relevant information and consider what action may be needed before reaching a response.
We learn and improve
Where practice needs to improve, we aim to take appropriate action, reflect on what has happened and strengthen the way we support children.
What To Include
Helpful details for a complaint or concern.
- Your name and contact details
- Your organisation, if this applies
- What the concern or complaint is about
- Dates, times, places or people involved, where known
- Any action already taken or response already received
- What you would like us to review or respond to
What Happens Next
We will acknowledge, review and advise on next steps.
After receiving a concern or complaint, we will consider the most appropriate next steps. This may include reviewing records, speaking with relevant people, gathering further information and responding in writing where appropriate.
We also want children and young people to understand that they can ask for help if they are unhappy, worried or unsure how to speak up. Where appropriate, we can help explain complaints routes and advocacy options in a way that is easier to understand.
Safeguarding Concerns
Some concerns may need safeguarding action.
If a complaint includes a safeguarding concern, we will treat this seriously and follow the appropriate safeguarding route. Where needed, this may include working with relevant professionals or agencies.
View SafeguardingRaise A Concern
Need to contact us about a complaint?
Please contact Young Angels Care Ltd with details of your concern. We will review the information and advise on the appropriate next steps.
Make an Enquiry