At Kaleidoscope we want families and all stakeholders to be able to tell us if they think we are doing something wrong or are acting unfairly, so appropriate changes can be made in a timely manner. Should a family, resident, or stakeholder wish to make a complaint, they may do so by approaching a member of staff in the first instance, a keyworker and / or a member of the management team.

A complaint form will be provided, which can be completed and shared with the centre’s manager (Alice Kimbley: a.kimbley@familyac.co.uk), and or the Responsible Individual (Lauren Brogan: l.brogan@familyac.co.uk). Where reasonably practicable, a response to any complaint and / or concern would be made within 2 working day of the complaint being received, and would provide an explanation and / or any actions which will be taken to remedy the complaint. If for any reason the complaint requires a longer investigation, the complainant will be informed of this in writing.

Should a complainant feel their concerns and complaints have not adequately been responded to or managed, and / or if they wish to make a complaint regarding the centre’s manager or Responsible Individual, they can contact the Service Manager, Debbie Aremu on: 07939 231 807 (deborah@familyac.uk) or Director Noor Ali on: 07398150047 (noor@familyac.uk), and they will respond within 24 hours.

Parents are also informed that they can share their complaints with their Local Authority Social Worker/Advocate, who can then initiate the complaint process.

Should the complainant not be satisfied with the outcome of the complaint, they are also able to contact Ofsted directly.

A full copy of Kaleidoscope’s complaints policy is available to all residents, family members, Local Authority’s, and referring agencies. This is also detailed within the Welcome Book, that is provided to all families at the time of their placement.

Contact details for Ofsted;

Clive House

70 Petty France

London                                                    
SW1H 9EX                                                           

0300 123 1231                                                  

enquiries@ofsted.gov.uk

Children’s Commissioner for England

Children’s rights commissioner - Dame Rachel Desouza

Sanctuary Building

20 Great Smith Street

London

SW1P 3BT

0207 783 8330

Info.request@childrencommisioner.gsi.gov.uk