Complaints

Purpose & Scope

Our aim is to ensure that the services we provide are of the highest quality and our clients are satisfied that we are doing all we can to support them appropriately. Your feedback is very important to us and will help us to continuously improve our services. 

 

If for any reason you are dissatisfied, we aim to: 

• Take your concerns seriously 

• Put things right as soon as possible. 

• Take ownership of the complaint. 

• Learn from the issue and implement any changes needed to make sure it does not happen again. 

 

If you are dissatisfied with any aspect of our service, please contact us by telephone or via email: 

 

admin@sensesupport.org

Tel: 0191 367 0634

 

All complaints will be taken seriously and dealt with in the following way: 

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Stage One: 

An informal discussion will take place with a view to reaching a satisfactory resolution. 

 

Stage Two: 

If we are unable to resolve the complaint informally then a written complaint should be submitted to Claire Daniels – c.daniels@sensesupport.org

 

If the complaint is against Claire Daniels, you may contact Durham County Council, Children and Young People’s Services: 

 

County Hall, Durham 

County Durham  

DH1 5UJ 

Tel: 03000 265 903. 

 

We will acknowledge receipt of the complaint within 7 days and will initiate a full investigation into the matters raised. 

 

You will be notified of the outcome within 15 days and will receive a full response in writing which will include details of any recommended changes to our policies or practices because of the complaint. 

 

Safeguarding 

If any complaint relates to safeguarding it will be referred to the Designated Safeguarding Lead who will follow the Safeguarding Policy and associated procedures.  

 

Criminal Acts 

If any complaint relates to a criminal act, it will be reported to the police. 

Unresolved complaints  

If you feel your complaint has not been resolved, you can contact Durham County Council, Children and Young People’s Services: 

 

County Hall, Durham 

County Durham  

DH1 5UJ 

Tel: 03000 265 903. 

 

Record Keeping 

We will keep a written record of all complaints received, including the outcomes and action taken, for 3 years.

 

A summary of all complaints will be maintained and will be used to help identify any trends of note that require further consideration/action.