How to Comment, Compliment or Complain
Our Commitment
All of us at Future In Mind are committed to providing the best possible service for young people.
We welcome your compliments, comments, suggestions and complaints as helping us continually monitor and improve.
We need to know when we have done things well, when things are not right or when you have suggestions for
improvement to our services.
We will handle all complaints politely and within agreed timescales.
We will pass on compliments to the relevant staff and young people.
We will listen to your suggestions for improvement.
We Would Like To Hear From You If You:
Are happy with the services we provide and would like to compliment the staff or young people
Have any suggestions as to how we can improve
Have a complaint or concern. All complaints will be taken seriously and dealt with within a clear timescale.
Telling Us What We Are Doing Well
When you feel things are going well it is very helpful if we hear about it. We all work well if we receive positive feedback. It helps retain good staff morale and motivation which, in turn benefits the young people in our care.
To express you approval you can write, telephone or e-mail or speak personally to the staff concerned or the Registered Manager. Whichever method you choose your comments will be appreciated.
Making Suggestions
As someone who has contact with our services, you may have ideas as to how we can further develop or improve.
We would be happy to hear your suggestions either by letter, telephone, e-mail or by telling staff or the Registered Manager.
All suggestions received will be considered by the staff team to see if they can improve the service to young people and we will let you know the outcome.
Expressing Concerns
We are committed to providing a high quality service to young people but sometimes things may seem to go wrong which may lead you to express concerns.
Initially any concerns should be raised with the member of staff concerned or the Registered Manager. We hope that discussion with the staff would be able to resolve the problem and allay any concerns you have.
If it is not possible to resolve a concern informally then you can use our Complaints Procedure.
Making A Complaint
Sometimes things can go wrong and we are sorry when this happens. We have a clear Complaints Procedure to ensure we investigate every complaint and take necessary action to improve our service.
When raising a concern with staff has not resolved things to your satisfaction, or if you feel the matter is so serious it cannot be resolved informally you can use our
Formal Complaints Procedure:
Stage One
Inform the Registered Manager that you wish to make a formal complaint. You can do this in person, by telephone or in writing.
The Manager will arrange to see you within 72hrs to discuss your complaint.
The Manager will investigate your complaint and write to you within 7 days telling you their findings and what action, if any, they propose to take.
Hopefully this will resolve things to your satisfaction. If we have not managed to alleviate your concerns or you are unhappy with the Manager's response you may proceed to the next stage of our complaints procedure.
Stage Two
A Stage Two complaint must be made in writing to the Director of Care at P.O. Box 275, Bolton BL1 9DT within 14days of you receiving the manager's findings.
In your letter please explain what your complaint was, what response you have received and what outcome you want from raising your complaint.
You will receive a written acknowledgement of your complaint.
The Director of Care will ensure that your complaint is fully investigated and will respond to you in writing within 28 days.
Stage Three
Hopefully the complaint will be resolved to your satisfaction. However if you are still unsatisfied you may complain directly to OFSTED, our registering body at:
Building C, Cumberland Place, Park Row, Nottingham NG1 6HJ.
Tel: 08456 404040
Fax: 08456 40 40 49
If at any time during the process of you raising concerns or complaints with us it appears that there is a Child Protection issue this will be immediately referred by us to the local Safeguarding Children officers and this may affect our usual timescales for complaints.