Complaints

Please note - This procedure does not apply to concerns in relation to a child who is in need of protection, these must be dealt with under the Safeguarding Children and Young People and Referring Safeguarding Concerns Procedure.

This policy applies to complaints made by or on behalf of children and young people receiving services from Children’s Residential Homes, including those in care, foster placements, or receiving adoption support.

IMPORTANT CONTACTS

Children's Commissioner for England

Help at Hand – free confidential support and advice for Children in Care, living away from home or working with Children's Services.

Tel: 0800 528 0731 (free phone number)
E-mail: help.team@childrenscommissioner.gov.uk

Ofsted (who regulate and inspect Children's Homes)
Tel: 0300 123 1231
E-mail: enquiries@ofsted.gov.uk

Guidance on Chapter 5 of the Regulations – Policies, Records, Complaints and Notifications

Regulation 5 - Engaging with the Wider System to Ensure Each Child’s Needs are Met

Regulation 39 – Complaints and Representations

The Children’s Views, Wishes and Feelings Standard

In April 2026, this chapter was reviewed and updated in line with local procedure.