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Complaints and Concerns

The parent or resident should raise their complaint with a member of staff on duty. The complaint should immediately be logged in the complaint book and the responsible manager should be informed. If required a member of staff will write the complaint as directed by the parent. The resident should be referred to read the Complaints Policy and Procedure which they were given upon admission. The centre manager will then be expected to undertake an investigation and take appropriate prompt action as detailed in the complaints policy and procedure.

If the complaint is against a staff member then the relevant procedures for dealing with allegations and complaints against staff members will be invoked and followed.