Complaints Policy

• Quality of support
• Professional conduct
• Communication
• Safeguarding concerns
• Service delivery

Please email senfamiliesunite@senfamiliesunite.uk with a description of what happened, when it happened and what outcome you are hoping for. If you need support to put your complaint into writing, let us know and we will find a way that works for you.

1. Step 1

   Acknowledgement

   We aim to acknowledge receipt of a complaint within 3 working days.

2. Step 2

   Investigation

   We review the concern carefully and fairly, including relevant documentation where appropriate, and speak with those involved.

3. Step 3

   Response

   We aim to provide a written response within 14 working days where possible. If more time is needed, we will explain why and keep you updated.

4. Step 4

   Resolution

   We take appropriate action to resolve the issue and, where necessary, improve our practice so the same problem does not happen again.

If you remain dissatisfied after we have responded, you may seek independent advice or contact an appropriate authority where applicable — for example, the Information Commissioner's Office for concerns about how your personal information has been handled, or the relevant local authority safeguarding team for safeguarding concerns.

Complaints are handled confidentially and records are stored securely, with access limited to those who need it. Where a complaint raises a safeguarding issue, it will also be handled under our Safeguarding Children & Adults Policy.

This policy is reviewed periodically and updated when our practice, our services or the relevant law changes. Review and approval details are recorded internally by SEN Families Unite CIC and can be requested by emailing us.