Complaints and compliments policy

CONTENTS

Policy and Procedure (Including Contact Details for Independent Advocacy)
Appendix 1: Complaints Procedure – Stages
Appendix 2: Compliments and Concerns Monthly Monitoring Form
Appendix 3: Complaint Recording Form
Appendix 4: Complaint Signing Off Form

INTRODUCTION

Tiny Hearts is committed to ensuring that all supervised contact sessions are conducted with the highest standards of professionalism, safeguarding, and child welfare. Our goal is to provide a safe, neutral, and supportive environment where children can maintain meaningful relationships with their family members. We recognize the importance of open communication and transparency in our services and strive to create a culture of continuous improvement.

We encourage feedback and accountability in all aspects of our service and welcome compliments, concerns, and complaints to enhance our practices. This policy serves as a guide for service users, young people, staff, and stakeholders on how to raise and address concerns effectively. It outlines the procedures for lodging complaints, the rights of service users, and the mechanisms in place to ensure fair and thorough investigations.

At Tiny Hearts, we acknowledge that every individual has the right to be heard and to receive a prompt response to their concerns. We are committed to handling all feedback with sensitivity, respect, and confidentiality. Our complaints policy aligns with relevant legal and regulatory frameworks, ensuring compliance with child welfare and safeguarding standards.

This policy applies to all services provided within Tiny Hearts facilities and registered activities. It is designed to uphold the best interests of children and young people while ensuring that all parties involved in supervised contact sessions feel supported and respected.

Tiny Hearts is dedicated to maintaining transparency and ensuring that all service users are fully informed about their rights and the process for raising concerns or complaints. As part of our commitment to accountability and best practices, we align our procedures with the standards set by the National Association of Child Contact Centres (NACCC), ensuring that our complaints process is clear, accessible, and effective.

Provision of the Complaints Policy

All service users will receive a copy of this Complaints and Feedback Policy at the time of registration or when they begin using our supervised contact services.
The policy will also be available in accessible formats upon request, including large print and translated versions for those who require language assistance.
A summary of the complaint’s procedure, including key contact details, will be displayed in all Tiny Hearts facilities and made available on our official website.

Rights to Raise Concerns and Appeal

Service users have the right to raise concerns about any aspect of the service, including interactions with staff, the quality of supervised contact sessions, or the handling of safeguarding matters.
They must be informed of their right to escalate complaints to external bodies, including:
- The National Association of Child Contact Centres (NACCC) for concerns regarding adherence to best practices in supervised contact.
- The Local Authority Social Services for concerns regarding child welfare.
- The Ombudsman(e.g., Local Government and Social Care Ombudsman) for appeals if they feel their complaint has not been handled fairly.
- Other relevant regulatory bodies or independent advocacy services, as appropriate.

Role of Contact Supervisors and Staff Training

Comprehensive Training: All contact supervisors and relevant staff members must undergo training on this policy, ensuring they are fully aware of the correct procedures for handling complaints.
Supporting Service Users: Staff must proactively inform service users about their rights to make a complaint, and the steps involved in the process.
Neutral and Professional Approach: All complaints must be handled with impartiality, ensuring a fair and non-judgmental approach to resolving concerns.
Mandatory Reporting: If a complaint involves a safeguarding issue, contact supervisors must immediately escalate the matter in accordance with Tiny Hearts’ Safeguarding and Child Protection Policies.

At Tiny Hearts, we are committed to ensuring that our complaints process is open, transparent, and easily accessible to all service users, with the ultimate aim of maintaining a safe and positive environment for children and families.

PROCEDURE – COMPLIMENTS AND CONCERNS

At Tiny Hearts, we recognise that both compliments and concerns provide essential feedback that helps us improve our services and maintain the highest standards in supervised contact. This section outlines the detailed procedure for handling compliments and concerns in a transparent, consistent, and professional manner.

1. Compliments

Definition:
A compliment is any positive feedback received from service users, children, parents, carers, professionals, or other stakeholders regarding the quality of service provided by Tiny Hearts. Compliments may highlight aspects such as staff professionalism, the effectiveness of supervised contact arrangements, the environment provided, or the positive impact on children and families.

1.1 Documenting Compliments

All compliments received, whether verbal or written, should be documented on the Compliments and Concerns Monitoring Form (Appendix 2).
Staff members receiving compliments must report them to the Service Manager to ensure they are formally acknowledged and recorded.
Compliments should be categorised based on their nature (e.g., service quality, staff performance, child-centered approach, environment, etc.).

1.2 Acknowledging Compliments

The Service Manager must ensure that all positive feedback is acknowledged in a timely and professional manner.
Where appropriate, written acknowledgments (such as thank-you letters or emails) should be sent to individuals providing positive feedback.
Staff members who receive commendations should be informed of the recognition, and their contributions may be highlighted in team meetings, staff appraisals, or internal newsletters.

1.3 Utilising Compliments for Service Improvement

Compliments should be regularly reviewed to identify areas of excellence that can be maintained or further developed.
Trends and patterns in positive feedback should inform best practices and continuous service improvement strategies.
Compliments may be anonymised and used in service reports, marketing materials, or external communications (with the consent of the service user).

2. Concerns

Definition:
A concern is an informal issue or dissatisfaction raised by a service user or stakeholder that does not yet require a formal complaint but may indicate areas for improvement. Addressing concerns proactively helps prevent escalation into more serious complaints.

2.1 Reporting and Documenting Concerns

Any concern, whether raised verbally or in writing, must be documented on the Compliments and Concerns Monitoring Form (Appendix 2).
Concerns should be logged under specific categories, such as staff interactions, service delivery, safety and safeguarding, facilities, communication, or procedural issues.
The Service Manager must review all logged concerns and take necessary action.

2.2 Addressing Concerns Promptly

Concerns should be handled informally where possible, with open dialogue and resolution at the earliest stage.
If a concern is raised verbally, the staff member should listen actively, acknowledge the issue, and inform the individual that their concern will be recorded and reviewed.
Where necessary, a face-to-face meeting may be arranged with the Service Manager to discuss concerns in more detail.
If a concern is about a specific staff member, it should be reviewed confidentially and addressed with the staff involved while maintaining professionalism and discretion.

2.3 Monitoring and Reviewing Concerns

All documented concerns should be reviewed regularly to assess patterns, trends, and recurring issues that may indicate a need for procedural changes.
Quarterly reviews of concern records should be conducted by senior management to ensure concerns are being managed effectively and that no unresolved issues persist.
Any concerns that repeatedly arise or indicate a potential safeguarding issue must be escalated immediately through the appropriate channels.

2.4 Preventing Escalation to Complaints

Prompt response and resolution of concerns can prevent dissatisfaction from escalating into formal complaints.
Where concerns cannot be resolved informally, service users should be informed of their right to escalate the matter through the formal complaints procedure (detailed in the next section of this policy).

3. Compliments and Concerns Monitoring

A Compliments and Concerns Monitoring Form (Appendix 2) must be completed for every compliment or concern reported.
This form will include the date, nature of the compliment or concern, actions taken, and outcomes.
Monitoring forms will be reviewed during staff meetings to discuss trends and ensure continuous service improvement.
Summary reports on compliments and concerns will be submitted to senior management and regulatory bodies (if required) as part of service evaluation processes.

By maintaining a structured and proactive approach to managing compliments and concerns, Tiny Hearts ensures that positive feedback is valued, concerns are addressed promptly, and service users remain confident in the quality and integrity of our services.

PROCEDURE – COMPLAINTS

At Tiny Hearts, we are committed to handling all complaints fairly, efficiently, and impartially. We recognise that complaints provide valuable opportunities for service improvement and help ensure that concerns are addressed in a transparent, timely, and effective manner.

This procedure applies to all service users, parents, carers, professionals, and other stakeholders involved with Tiny Hearts’ supervised contact services. We aim to resolve complaints as quickly as possible while ensuring that investigations are conducted thoroughly and professionally, in line with safeguarding and regulatory standards.

1. General Principles of Complaint Handling

Confidentiality: All complaints will be handled with the utmost discretion. Personal information will only be shared with those involved in the investigation and resolution process.
Timeliness: Complaints should be acknowledged in writing within 48 hours of receipt, and all investigations must adhere to strict timeframes.
Accessibility: Complaints can be made in person, by telephone, in writing, via email, or through an advocate. Service users should be supported in raising their concerns, including access to independent advocacy where required.
Record Keeping: Every complaint must be formally recorded using the Complaint Recording Form (Appendix 3) to ensure proper documentation, accountability, and tracking.
Impartiality: Investigations will be conducted objectively and without bias. Any staff member involved in a complaint will not be responsible for investigating it.
Safeguarding Considerations: If a complaint raises a safeguarding issue, it will be immediately referred to the Designated Safeguarding Lead (DSL) and handled according to the appropriate safeguarding policies.

2. Three-Stage Complaint Resolution Process

Tiny Hearts follows a structured three-stage process for handling complaints to ensure fairness, consistency, and thorough resolution.

STAGE 1 – Initial Complaint Resolution

Making a Complaint

Complaints can be submitted via:
- Face-to-face discussion with a staff member or manager.
- Telephone call to the service office.
- Email or written letter sent to the designated complaints officer.
- Advocacy support, where a third party raises the complaint on behalf of the complainant.

Investigation and Resolution

The complaint should be recorded and acknowledged within 48 hours.
A designated staff member (e.g., Service Manager) will investigate the complaint within 5 working days.
Where possible, the issue will be resolved informally through discussion, mediation, or immediate corrective action.
If the complaint is successfully resolved:
- The Complaint Signing Off Form (Appendix 4) must be completed and signed by both the complainant and the investigating officer.
- A formal response detailing the resolution must be provided in writing.
- Records must be securely stored for monitoring and review.
If the complaint is not resolved at this stage, it is escalated to Stage 2.

STAGE 2 – Escalation to Managing Director

Referral to Senior Management

If a complaint remains unresolved at Stage 1, it is forwarded to the Managing Director (or a designated senior manager).
The complainant will receive a formal acknowledgment and an outline of the investigation process within 48 hours.

Investigation and Resolution

A senior manager will conduct an independent investigation within 10 working days. This may include:
- Reviewing all documentation and records related to the complaint.
- Conducting interviews with staff, service users, or relevant parties.
If the complaint is successfully resolved:
- The Complaint Signing Off Form (Appendix 4) will be completed.
- A formal written response outlining the findings and resolution will be provided to the complainant.
- All records will be securely stored for audit and review.
If the complaint remains unresolved, the complainant has the right to request an independent review, leading to Stage 3.

STAGE 3 – Independent Panel Review

Requesting an Independent Review

If the complainant remains dissatisfied after Stage 2, they may request a review by an independent panel. This request must be made in writing within 10 working days of receiving the Stage 2 decision.
The independent panel will comprise individuals with no prior involvement in the complaint, such as:
- An external safeguarding officer.
- A representative from the National Association of Child Contact Centres (NACCC).
- A senior staff member from an external child welfare organisation (if required).

Review Process

The independent panel will convene within 7 working days of the request.
A full reassessment of the complaint will take place, including:
- A review of all previous investigation findings.
- The opportunity for the complainant to present additional evidence or statements.
- Further interviews with relevant parties, if necessary.

Final Decision and Outcome

The final decision will be communicated in writing within 5 working days of the panel review.
If the complaint is upheld, the panel will recommend corrective actions, which must be implemented immediately.
If the complainant remains dissatisfied, they will be advised of their right to escalate their complaint to external regulatory bodies, such as:
- The Local Government and Social Care Ombudsman.
- Local Authority Children’s Services.
- NACCC, if the complaint concerns supervised contact centre standards.

3. Monitoring and Continuous Improvement

Regular Complaint Audits: Senior management will review complaint records quarterly to identify patterns and recurring issues, ensuring continuous service improvement.
Staff Training: All staff will receive regular training on complaints handling procedures, conflict resolution, and safeguarding protocols.
Policy Review: The Complaints Policy will be reviewed annually to ensure compliance with current legislation, NACCC standards, and best practices.
Feedback and Reporting: A summary of complaints and resolutions will be shared (in anonymised format) with relevant regulatory bodies as required.

4. Contact Information for Complaints

For further information or to raise a complaint, please contact:

Tiny Hearts Complaints Officer
Telephone: 07342952300
Email: info@tiny-hearts.co.uk
Address: [Insert Service Address]

For unresolved complaints at Stage 3, external regulatory bodies can be contacted:

National Association of Child Contact Centres (NACCC) – 0115 948 4557
Local Government and Social Care Ombudsman – 0300 061 0614 or 0845 602 1983

INDEPENDENT ADVOCACY AND ESCALATION CONTACTS

At Tiny Hearts, we are committed to ensuring that all service users have access to independent advocacy and external escalation channels should they feel dissatisfied with the resolution of their complaint. We recognise that independent support is crucial in safeguarding service users’ rights and ensuring a fair and transparent process.

This section outlines the available advocacy services and provides details of external regulatory bodies that complainants can escalate their concerns to if they are not satisfied with Tiny Hearts’ internal complaints resolution process.

1. Independent Advocacy Services

What is Independent Advocacy?

Independent advocacy ensures that individuals, particularly vulnerable service users and children, have a voice in the complaints process. Advocates can:

Provide support and guidance when making a complaint.
Assist in understanding rights and navigating the complaints process.
Speak on behalf of the complainant if required.
Ensure that complaints are handled fairly, impartially, and without bias.

Who Can Access Independent Advocacy?

Children and young people using supervised contact services.
Parents, carers, or guardians who require assistance in raising concerns.
Individuals with disabilities or additional needs who may struggle to communicate their concerns independently.
Service users facing language barriers, where interpreters or translation services may be required.

Recommended Independent Advocacy Organisations

National Youth Advocacy Service (NYAS)

Supports children, young people, and vulnerable adults in need of advocacy services.
Address: Tower House, Tower Road, Birkenhead, CH41 1FF
Telephone: 0808 808 1001
Email: help@nyas.net
Website: www.nyas.net

Coram Voice

Provides independent advocacy for children and young people in care, care leavers, and those needing support in family court settings.
Address: Coram Campus, 41 Brunswick Square, London, WC1N 1AZ
Telephone: 0808 800 5792 (Always Heard Helpline)
Email: help@coramvoice.org.uk
Website: www.coramvoice.org.uk

POHWER Advocacy

Provides advocacy services for adults, including those with mental health conditions, disabilities, or other needs.
Address: PO Box 17943, Birmingham, B9 9PB
Telephone: 0300 456 2370
Email: pohwer@pohwer.net
Website: www.pohwer.net

The Advocacy People

Offers independent advocacy for individuals needing support with health, social care, and complaints about public services.
Address: PO Box 375, Hastings, TN34 9HU
Telephone: 0330 440 9000
Email: info@theadvocacypeople.org.uk
Website: www.theadvocacypeople.org.uk

2. Escalation Contacts for Unresolved Complaints

If a complainant remains dissatisfied after completing Tiny Hearts’ internal complaints procedure (including the Independent Panel Review at Stage 3), they have the right to escalate their concerns to an external regulatory body.

Regulatory and Ombudsman Services

National Association of Child Contact Centres (NACCC)

Regulates and supports child contact centres across the UK, ensuring best practices in supervised contact services.
Address: 5 Russell Place, Nottingham, NG1 5HJ
Telephone: 0115 948 4557
Email: contact@naccc.org.uk
Website: www.naccc.org.uk

Children’s Commissioner for England

Acts as an independent voice for children and young people, ensuring their rights and welfare are protected.
Address: Sanctuary Buildings, 20 Great Smith Street, London, SW1P 3BT
Telephone: 0800 528 0731
Email: info.request@childrenscommissioner.gov.uk
Website: www.childrenscommissioner.gov.uk

Local Government and Social Care Ombudsman (LGSCO)
Investigates complaints about local authority children’s services and social care providers.
Address: PO Box 4771, Coventry, CV4 0EH
Telephone: 0300 061 0614
Website: www.lgo.org.uk

3. How to Escalate a Complaint

Contact the relevant organisation based on the nature of the complaint.
Provide full details of the complaint, including any reference numbers, correspondence, and evidence gathered.
Follow their procedures, which may include submitting a written complaint, attending meetings, or providing further information.
Await a formal investigation and response from the regulatory body.

For urgent safeguarding concerns, contact Children’s Services or the Police (999 in emergencies / 101 for non-emergencies).

By providing access to independent advocacy and escalation contacts, Tiny Hearts ensures that all service users have the necessary support and external avenues to seek fair resolution and uphold their rights.

APPENDICES

Appendix 1 – Complaints Procedure – Stages

This appendix outlines the structured three-stage complaints process followed by Tiny Hearts, ensuring fairness, transparency, and effective resolution of concerns. It also details key timelines and expectations for each stage.

Stage 1 – Initial Complaint Resolution

Complaints can be submitted verbally, in writing, via email, or through an advocate.
Acknowledgment of the complaint will be provided within 48 hours.
A designated staff member (e.g., Service Manager) will investigate and respond within 5 working days.
Where possible, the issue will be resolved informally through discussion, mediation, or corrective action.
If resolved, the complainant receives a written response, and the Complaint Signing Off Form (Appendix 4) is completed.
If unresolved, the complaint proceeds to Stage 2.

Stage 2 – Escalation to Managing Director

If the complainant is dissatisfied, the complaint is escalated to the Managing Director (or a designated senior manager).
A formal acknowledgment and an outline of the investigation process will be provided within 48 hours.
A senior manager will conduct an independent investigation within 10 working days, including reviewing documentation, interviewing relevant parties, and consulting safeguarding officers if necessary.
The complainant will receive a formal written response outlining the findings and resolution.
If unresolved, the complainant may request an independent review, moving to Stage 3.

Stage 3 – Independent Panel Review

A complainant who remains dissatisfied after Stage 2 may request an independent panel review within 10 working days of receiving the Stage 2 decision.
The independent panel will consist of individuals with no prior involvement, including external safeguarding officers, NACCC representatives, or child welfare professionals.
The panel will convene within 7 working days and reassess the complaint.
The complainant may present additional evidence or statements.
A final decision will be provided in writing within 5 working days.
If the complaint is upheld, corrective actions will be implemented immediately.
If still dissatisfied, the complainant will be advised of their right to escalate the complaint to external regulatory bodies such as the Local Government and Social Care Ombudsman, NACCC, or relevant authorities.

By following this structured approach, Tiny Hearts ensures that all complaints are handled fairly, efficiently, and with full compliance with safeguarding and regulatory standards.

Appendix 2 – Tiny Hearts – Compliments and Concerns Monitoring Form

Month:
Year:
Completed By:
Department/Service Area:

Section 1: Compliments Received

Date	Received From	Compliment Details	Category (e.g., Staff Performance, Service Quality, Child-Centered Approach, Environment)	Action Taken (Acknowledgment, Recognition, Improvement Notes)

Total Compliments Received This Month:

Section 2: Concerns Logged

Date	Raised By	Concern Details	Category (e.g., Staff Interactions, Service Delivery, Safety & Safeguarding, Facilities, Communication)	Resolution Status (Pending, Resolved, Escalated)	Action Taken

Total Concerns Logged This Month:

Section 3: Summary and Analysis

Trends Identified: (e.g., repeated compliments or concerns about specific services, common themes, areas of improvement)

Actions Taken or Recommendations for Service Improvement:

Safeguarding

Concerns (if applicable) and Escalations:

Staff Training or Policy Review Needs Identified:

Reviewed By (Service Manager/Senior Staff): ___________________________________
Date of Review: ___________________________________________________________________

Complaint & Compliment Form

We value your feedback to improve the quality of our care and environment. Please use this form to share your compliments or complaints regarding the supervised contact services provided by Tiny Hearts Contact Service. All feedback will be reviewed confidentially and taken seriously.

Date: _____________________________________________________________________________
Name (Optional): _______________________________________________________________
Relationship to the Family/Child: (e.g., Parent, Guardian, Resident, Social Worker) ___________________________________________________________________________

Feedback Type (Please tick one):
☐ Compliment
☐ Complaint

Details of the Compliment/Complaint:
(Please provide a detailed description of your feedback. Include any relevant names, dates, or situations to help us better understand the situation.)

Desired Outcome or Suggestions for Improvement:
(If applicable, please let us know how you would like to see this matter addressed or any suggestions you may have.)

Would you like to be contacted regarding your feedback? (Please tick one):
☐ Yes
If yes, please provide your preferred contact information:
Phone: _____________________
Email: _____________________
☐ No, I prefer to remain anonymous.

For Office Use Only
Received by: _____________________________________________________
Date received: __________________________
Action Taken:

This form is designed to help create a positive and constructive environment at Tiny Hearts Contact Services. Thank you for taking the time to share your thoughts!

Appendix 3 – Complaint Recording Form

Tiny Hearts Family Contact Services

Compliments and Concerns Monitoring Form

We value your feedback! Your compliments help us recognize excellent service, and your concerns help us improve. All feedback will be logged to track trends, ensure accountability, and maintain high service standards.

Feedback Details

Date: ___________________________
Name of person providing feedback (if applicable): ___________________________
Type of Feedback:
☐ Compliment
☐ Concern
Details of Compliment/Concern:

Action Taken (if applicable):

Recorded by: ___________________________

Thank you for sharing your feedback with us! Your input helps us create a better experience for everyone.

Appendix 4 – Complaint Signing Off Form

Final step in resolving complaints.
Confirms if the complainant accepts the outcome or seeks further escalation.