Complaints Policy

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At Nexus Family Connect, we are committed to providing a high-quality, professional, and compassionate service to all children, parents, and professionals who engage with us. We value feedback and view complaints as an opportunity to learn, improve, and resolve concerns in a respectful and constructive manner.

We understand that, at times, individuals may feel dissatisfied with an aspect of our service. This could relate to the conduct of staff, the environment in which services are delivered, the handling of information, or decisions made during contact or assessments. Whatever the nature of the concern, Nexus Family Connect aims to address complaints promptly, fairly, and without prejudice.

We encourage anyone with a concern to raise it as early as possible so that it can be resolved quickly and informally where appropriate. In many cases, complaints can be addressed through a simple conversation with a staff member or the Centre Manager, and we welcome this approach as a first step. However, if the issue cannot be resolved informally or if the individual prefers to make a formal complaint, we offer a clear and accessible complaints process.

Formal complaints should be submitted in writing via email or post, addressed to the Centre Manager. Complainants should provide their name, contact details, a description of the issue, and any relevant dates or supporting information. Once a formal complaint is received, we will acknowledge it within five working days and conduct a thorough internal review. This may involve speaking with relevant staff, reviewing records, and seeking clarification from the complainant if needed.

We aim to provide a full written response within 20 working days of receiving the complaint. If more time is required to conduct the investigation, the complainant will be informed of the delay and given a revised timescale. The response will include a summary of the findings, any actions taken or planned, and, where appropriate, an apology or explanation.

If the complainant remains dissatisfied after receiving our response, they may request a review by a senior member of the organisation who was not involved in the original investigation. This review will be completed within a further 20 working days. The outcome of this internal review will be final.

Nexus Family Connect records all complaints to monitor patterns, improve our services, and ensure accountability. All complaints are handled in a confidential and sensitive manner, in line with our Data Protection and Confidentiality Policies. Raising a complaint will never result in a person being treated unfairly or discriminated against.

We are committed to learning from complaints and using them to strengthen our practice, policies, and communication. We also welcome compliments, comments, and suggestions for improvement, which can be submitted via our contact form or directly to staff.

If the concern relates to a safeguarding issue or allegation of serious misconduct, it will be escalated immediately in accordance with our Safeguarding Policy and may be referred to external bodies, such as the local authority, CAFCASS, or regulatory agencies, as appropriate.

For further information or to make a complaint, please contact:
📧 [referrals@nexusfamilyconnect.co.uk]
📍 Nexus Family Connect,  Stafford