- Complaint
Make a Complaint
At La Volée, we are committed to providing the best care we can for every child who lives with us, and we want them to feel safe and well looked after. We believe it is important that young people are able to talk freely about their care and to complain if they are unhappy about anything while living at the home. It is also important that others who have an interest in a young person’s welfare — parents, friends, advocates and others — have an opportunity to make comments or complaints about any aspect of the young person’s care.
We have a comprehensive Complaints Policy and all staff receive full training on it. A copy is provided to every young person on arrival, with their key worker explaining it at an early stage of their placement. The policy is available in formats that are accessible and easy for children and young people to understand, and complaint forms can be provided in different languages upon request.
We have a positive attitude to complaints and see them as an opportunity to improve the quality of care we provide for young people. All complaints, whether major or minor, are taken seriously and responded to in a timely fashion in line with our policy. The young person, or the person making a complaint on their behalf, is kept fully informed on the progress of the investigation throughout. Young people are reassured that they are completely free to complain at any time about anything without any fear of reprisal.
If you are a professional or a member of the public and would like to raise a concern or complaint about our service, you may do so by speaking directly with a member of staff or contacting the service manager.
If you believe your concern has not been addressed appropriately or handled in line with expected standards, you may submit a formal complaint to the Registered Manager by completing the form below.