Complaints Policy

This Complaints Policy has been designed for children’s homes to support full compliance with the Children’s Homes (England) Regulations 2015 and the associated Children’s Homes Quality Standards.

The policy provides clear, practical guidance for staff, children, young people, families and stakeholders on raising, managing and resolving complaints in a fair, transparent and timely manner. It outlines the process for submitting a complaint, how it will be investigated, timescales, escalation procedures and how outcomes will be communicated. The policy emphasises the importance of listening to children and young people, promoting a culture of openness, learning from feedback, and ensuring that complaints are used to improve the quality and safety of care.

These documents are guidance only and must be adapted to reflect each home’s individual practices. Providers are responsible for ensuring ongoing compliance with legislation, regulations, and Ofsted expectations.