Stage 1 – The Local Stage of the Children’s Complaints Procedure

The Complaints Manager will arrange for someone to talk to you, usually the Team Manager, in private. The team manager will do everything they can to sort out the problem at this stage.

You can talk to the team manager on your own or with a friend or relative.

We should respond to your complaint within 10 working days unless a longer period of time has been agreed by you which will be no longer than 20 working days.

Voice Advocacy

You can also contact Voice on Free-phone 0808 800 5792 or we can arrange for someone from Voice to visit you. The people from Voice do not work for us but are specially trained to help young people who are in contact with us.

See the Voice website (www.voiceyp.org) for more details.

What Happens Next

If, after you have tried to solve the problem and you are still not happy, or you have not been responded to within the agreed time, then you can move to the next stage:

Stage 2 Complaints