LEGAL

Complaints Procedure

We take all complaints seriously. Every concern raised helps us improve the care we provide.

New Path Care Limited is committed to providing the highest standard of care. We recognise that complaints are a valuable source of feedback and we take every concern seriously. This procedure applies to children and young people in our care, their families, placing authorities, and any other person with a legitimate interest in our services.

This procedure is in place in accordance with the Children's Homes (England) Regulations 2015 and the Guide to the Children's Homes Regulations including the Quality Standards (Department for Education, 2015).

Who can make a complaint?

The following people are entitled to make a complaint:

  • A child or young person living in our home, or who has previously lived in our home
  • A parent, carer, or family member of a child in our care
  • A social worker, independent reviewing officer, or other professional involved in the care of a child placed with us
  • Any other person with a legitimate interest in the care we provide

Children and young people can make a complaint themselves or ask a trusted adult to help them. We will always support a young person who wants to raise a concern and will never penalise or disadvantage them for doing so.

Stage 1 - Informal resolution

Most concerns can be resolved quickly and informally. In the first instance, please speak directly with a member of staff or the Registered Manager:

We will acknowledge your concern immediately and aim to resolve it within 5 working days. If the matter is resolved to your satisfaction at this stage, we will make a written record of the concern and the outcome.

Stage 2 - Formal complaint

If your concern is not resolved at Stage 1, or if you prefer to make a formal complaint from the outset, please submit your complaint in writing. You can do this by email or post:

Your written complaint should include:

  • Your name and contact details
  • The nature of your complaint and when the relevant events occurred
  • What outcome you are seeking

We will:

  • Acknowledge receipt of your complaint within 3 working days
  • Investigate your complaint thoroughly and impartially
  • Provide a full written response within 28 calendar days of receiving your complaint

If the investigation takes longer than 28 days, we will write to you to explain the reason for the delay and give you an expected date for our response.

Our formal complaints are overseen by the Responsible Individual:

  • Responsible Individual: Tracey Brydson

Stage 3 - Review

If you are not satisfied with the outcome of our formal investigation, you may request a review. Your request for review should be made in writing within 28 days of receiving our Stage 2 response, setting out the reasons you are dissatisfied.

The review will be conducted by someone independent of the original investigation. We will provide a final written response within 28 calendar days of receiving your review request.

External escalation

At any stage, you are entitled to raise concerns with our external regulators. You do not need to exhaust our internal procedure before doing so. External bodies include:

Ofsted

As the regulator of children's homes in England, Ofsted can receive complaints about regulated services. Ofsted does not investigate individual complaints but may use the information to inform its regulatory activity.

Local Government and Social Care Ombudsman (LGSCO)

If your complaint relates to the actions of a local authority placing authority, the LGSCO may be able to help.

Children's Commissioner for England

The Children's Commissioner champions the rights and interests of children in England and can receive concerns about children's welfare.

Support for children and young people

Children and young people in our care have the right to an independent advocate. We will actively support any young person who wishes to use an advocate or who needs help to make a complaint. Advocacy services are available free of charge and are independent of New Path Care.

Children can also contact Childline at any time on 0800 1111 (free, 24 hours a day).

Record keeping

We maintain a record of all complaints received, the outcome of investigations, and any actions taken as a result. This record is available to Ofsted on request. We review complaint trends regularly to identify areas for improvement.

This procedure in accessible formats

If you need this procedure in a different format - such as easy read, large print, or a different language - please contact us and we will do our best to accommodate your request.

Want to raise a concern?

We are here to listen. Contact us directly and we will respond promptly.

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