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Complaints Procedure

Complaints Procedure

Safe Haven Support Solutions Ltd

Purpose

Safe Haven Support Solutions Ltd is committed to providing high-quality supported accommodation services. We welcome complaints as opportunities to learn and improve, and we ensure all concerns are handled fairly, efficiently, and transparently.

Scope

This procedure applies to complaints from:

  • Service users
  • Families and carers
  • Local authority commissioners
  • Staff, volunteers, and applicants
  • Other stakeholders

Complaints may relate to: service delivery, safeguarding concerns, staff conduct, communication, or any aspect of our services.

Our Commitment

We will:

  • Treat all complaints seriously and with respect
  • Investigate thoroughly and impartially
  • Respond within clear timescales
  • Protect confidentiality
  • Ensure no one is disadvantaged for raising a concern
How to Complain

Complaints can be made by:

  • Phone: +44 7578 972 033
  • Email: info@s-haven.co.uk
  • In writing: 81 Tandem Mill Road, Newport, Gwent, NP19 4DP
  • In person: to a staff member or manager

Please include your name, contact details, the issue, when it happened, and the outcome you seek.

Procedure

Stage 1 – Informal Resolution
We aim to resolve straightforward complaints immediately. Managers will acknowledge within 3 working days and resolve within 15 working days.

Stage 2 – Formal Investigation
If unresolved, a senior manager not previously involved will investigate. A written response will be provided within 8 weeks.

Stage 3 – Independent Review
If you remain dissatisfied, you may escalate to:

  • The relevant Local Authority commissioning team
  • Ofsted (for regulated service concerns)
  • The Local Government & Social Care Ombudsman
Learning from Complaints

We record and review all complaints to identify themes and make service improvements.