Complaints Procedure

We want to know when something is not right. Complaints help us improve, and raising one will never affect the quality of care a child receives from us. Children have the right to complain too: our complaints process is explained to every child in a way appropriate to their age and communication needs, and children are supported to access independent advocacy where appropriate.

How to complain

• Speak to any member of our team, who will listen and record your concern
• Call us on 01632 960 960
• Email us at hello@pavillionhomes.co.uk
• Write to us at The Grainger Centre, Stubbins Hill, Edlington, Doncaster, South Yorkshire DN12 1JN

What happens next

• We will acknowledge your complaint within 3 working days
• A manager will investigate and give you a full response within 20 working days. If we need longer, we will explain why and keep you updated
• If you are not satisfied with the response, you can ask for it to be reviewed by a director

If you are still not satisfied

If we cannot resolve your complaint, you can contact Ofsted, the regulator for children's homes in England, at ofsted.gov.uk, by email to enquiries@ofsted.gov.uk or on 0300 123 1231. A child's social worker or independent reviewing officer can also help escalate concerns.

Advocacy

Children are supported to access independent advocacy where appropriate, and adults who would like support to make a complaint can ask the local authority about advocacy services in their area.