Purpose of the Policy
This policy outlines how Compass Family Time manages, responds to, and learns from complaints and compliments. It ensures that all concerns are handled fairly, transparently and promptly, and that positive feedback is used to strengthen practice and service quality.
Scope
This policy applies to:
- Parents and carers
- Children (with support where needed)
- Solicitors, CAFCASS officers and local authority professionals
- Domestic abuse services and other referrers
- Any individual involved in or affected by Compass Family Time Services
It covers all supervised family time sessions, handovers, assessments, and communication.
Principles
Compass Family Time Service is committed to:
- Providing a safe, respectful and professional service
- Listening to concerns with openness and empathy
- Responding to complaints promptly and fairly
- Ensuring no individual is treated differently because they raised a concern
- Using feedback to improve practice and strengthen safeguarding
- Maintaining clear, factual and confidential records
Compliments
Compass Family Time welcomes positive feedback from families and professionals. Compliments may be received verbally, in writing or via email.
Compliments will be:
- Acknowledged
- Recorded
- Used to recognise good practice
- Reflected upon during supervision and service reviews
Positive feedback helps shape service development and reinforces effective approaches.
What Counts as a Complaint?
A complaint may include:
- Dissatisfaction with a session or decision
- Concerns about communication or boundaries
- Perceived unfairness or lack of neutrality
- Issues relating to safeguarding or professional conduct
- Concerns about report content or accuracy
- Any aspect of service delivery that the individual feels was not appropriate
All complaints are taken seriously, regardless of perceived severity.
How to Make a Complaint
Complaints can be made:
- Verbally during or after a session
- By telephone
- By email
- In writing
Parents/carers and professionals will be informed of this process during the referral stage.
Children may raise concerns verbally, through behaviour or via a trusted adult. These will be handled sensitively and in line with safeguarding procedures.
Complaint Handling Process
Stage 1: Informal Resolution
Where appropriate, the practitioner will:
- Listen carefully to the concern
- Clarify the issue
- Offer an explanation or resolution
- Agree next steps
Most concerns can be resolved quickly at this stage.
A brief factual record will be kept.
Stage 2: Formal Complaint
If the issue cannot be resolved informally, or the complainant wishes to escalate:
- The complaint must be submitted in writing (email or letter).
- The practitioner will acknowledge receipt within 3 working days.
- A full review will be completed within 10 working days, including:
- Reviewing session notes and communication
- Considering safeguarding implications
- Consulting with referrers if appropriate
- A written response will be provided, outlining:
- Findings
- Any actions taken
- Any changes to practice or arrangements
If additional time is required due to complexity, the complainant will be informed.
Stage 3: External Escalation
If the complainant remains dissatisfied, they may escalate to:
- The referring solicitor
- CAFCASS
- The local authority (if involved)
- NACCC
Compass Family Time will cooperate fully with any external review.
Safeguarding Concerns Raised as Complaints
If a complaint includes information that suggests:
- A child may be at risk
- A parent’s behaviour raises safeguarding concerns
- There is domestic abuse, coercive control or neglect
- A child’s emotional or physical safety is compromised
…the practitioner will:
- Prioritise the child’s safety
- Follow the Safeguarding Children Policy
- Make a referral to the appropriate agency if required
- Inform the referrer
Safeguarding always overrides complaint procedures.
Confidentiality
All complaints and compliments will be handled confidentially and stored securely in line with:
- GDPR
- Information governance requirements
- Safeguarding procedures
Information will only be shared on a need‑to‑know basis.
Learning and Service Improvement
Compass Family Time uses complaints and compliments to:
- Improve service delivery
- Strengthen safeguarding practice
- Identify training needs
- Enhance communication with families and referrers
- Inform reflective practice and clinical supervision
Patterns or repeated themes will be reviewed and addressed promptly.
Review of Policy
This policy will be reviewed:
- Annually
- After any serious complaint
- As part of NACCC accreditation
- Following changes to legislation or best practice guidance