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Complaints

I want every family to feel supported, listened to and respected. If at any point you are unhappy with any aspect of the support you have received, I welcome you sharing this with me. Feedback helps me learn, improve and ensure my practice remains safe, thoughtful and responsive.

 

You will always be taken seriously, and any concern or complaint will be handled fairly, sensitively and professionally.

 

How to Raise a Concern

You can raise a concern in whichever way feels most comfortable:

  • Speak to me directly

  • Send me an email

  • Request a telephone call

  • Write to me

 

Many concerns can be resolved quickly through an open conversation.

 

Making a Formal Complaint

If you would like to make a formal complaint, you can:

 

Please provide details of what happened, when it occurred, and what outcome you would like.

 

What Will Happen Next

I will:

  • Acknowledge your complaint within 5 working days

  • Review the information provided and investigate where appropriate

  • Respond with the outcome within 20 working days wherever possible.

 

If additional time is needed, I will keep you updated on progress.

 

If You Remain Dissatisfied

As I am a sole trader, there is no separate manager to whom complaints can be escalated. However, you may:

  • Ask me to review the matter again

  • Seek independent advice from Citizens Advice regarding contractual or service-related matters

  • Contact the relevant safeguarding authority if your concern relates to the safety or welfare of a child.

 

Safeguarding Concerns

If your concern relates to the safety or welfare of a child, please refer to Understanding You™ Safeguarding Policy. Safeguarding concerns will always take precedence over the complaints process where a child's safety or welfare may be at risk.

 

How Complaints Are Recorded

A record will be kept of:

  • The nature of the concern or complaint

  • Any actions taken

  • The outcome.

 

Records are stored securely and managed in accordance with the Understanding You™ Privacy Policy. Information is retained in accordance with the retention periods set out in that policy.

 

Last reviewed: September 2026

Next review date: September 2027

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