Complaints procedure
Bringing Families Together Ltd is committed to a high-quality, professional service. This page sets out how a complaint is handled, so it is dealt with fairly, promptly and transparently.
What counts as a complaint
A complaint is any expression of dissatisfaction about:
- The delivery of supervised or supported contact
- Transport arrangements
- Professional conduct
- Communication or decision-making
Principles
Every complaint is:
- Taken seriously
- Handled fairly and without bias
- Dealt with as quickly as possible
- Kept confidential where appropriate
- Used to improve how the service is delivered
How to make a complaint
Complaints should be made in writing where possible, by email or letter, and should include a name and contact details, the details of the complaint, relevant dates and times, and any supporting information. Complaints can be sent to Aimee on 07934 756 311 or at aimee@bringingfamiliestogether.co.uk.
Stage 1: informal resolution
Where appropriate, a concern should be raised as soon as possible so it can be resolved quickly and informally. A response is usually provided within 5 working days.
Stage 2: formal complaint
If the issue is not resolved informally, a formal complaint may be made. It will be acknowledged within 3 working days, investigated thoroughly, and a full written response provided within 14 working days. If more time is needed, the complainant will be told.
Stage 3: review
If the complainant is not satisfied with the outcome, the complaint will be reviewed and a final response issued within 14 working days.
Where safeguarding is involved
If a complaint raises a safeguarding issue, safeguarding procedures take priority over the steps above. The relevant authorities may be notified, which may limit what can be shared during the complaints process. See the safeguarding policy for how concerns are handled.
Confidentiality
Complaints are handled confidentially, information is shared only where necessary, and records are stored securely in line with the confidentiality and GDPR policy.
Recording complaints
Every complaint is logged and recorded, and reviewed to identify patterns or ways the service can be improved.
Unacceptable behaviour
Abusive, threatening or aggressive behaviour, and vexatious or repeated complaints without basis, will not be tolerated. This may result in restricted communication or, where necessary, the ending of services.
Taking it further
If a complainant remains dissatisfied, they may seek advice from a legal representative, the referring local authority, or the relevant safeguarding or regulatory body.
Reviewing this procedure
This procedure is reviewed annually, and sooner if legislation changes or a significant complaint highlights a need for review. It was last reviewed in August 2026.