Purpose Of The Policy

At Black Foster Carers Alliance, we value feedback from our community. This Compliments and Complaints Policy is designed to provide clear guidelines for expressing compliments or raising concerns, ensuring that user experiences are acknowledged, addressed, and improved.

Receiving Compliments

We welcome compliments, positive feedback, and expressions of satisfaction. If you have had a positive experience with our services or content, we encourage you to share your thoughts. Compliments contribute to our continuous improvement efforts and motivate our team.

Raising Concerns Or Complaints

We recognize the importance of addressing concerns promptly. If you have a complaint or concern about any aspect of our services, interactions, or content, please follow the procedure outlined below.

Procedure For Raising Concerns Or Complaints

Informal Resolution:

• Whenever possible, address concerns directly with the involved party or share feedback through informal channels.
• If the issue persists, or if it involves sensitive matters, proceed to the formal complaint procedure.

Formal Complaint Submission:

• Submit your complaint in writing to [enquiries@blackfostercarersalliance.co.uk](mailto:enquiries@blackfostercarersalliance.co.uk).
• Clearly outline the nature of your complaint, providing relevant details and supporting evidence.
• Include your contact information for follow-up communication.

Acknowledgment and Investigation:

• We will acknowledge receipt of your complaint within seven working days.
• An impartial investigation will be conducted to understand the concerns and identify potential resolutions.

Resolution and Communication:

• We aim to address complaints and provide a resolution within 30 working days.
• You will be informed of the outcome and any actions taken to address the concerns.

Escalation:

• If you are dissatisfied with the resolution, you have the right to escalate your complaint to an external authority, such as the relevant regulatory body.

ANONYMOUS COMPLAINTS

While we encourage openness, we understand that some individuals may prefer to remain anonymous. Anonymous complaints will be considered; however, providing contact details allows for more effective resolution.

CONFIDENTIALITY

All complaints will be handled with confidentiality and respect for privacy. Information will only be shared with individuals directly involved in the investigation and resolution process.

LEARNING AND IMPROVEMENT

Complaints are valuable opportunities for growth. We will analyze feedback to identify areas for improvement, implement necessary changes, and continuously enhance our services.

CONTACT INFORMATION

For compliments, complaints, or any related inquiries, please contact [enquiries@blackfostercarersalliance.co.uk](mailto:enquiries@blackfostercarersalliance.co.uk).

POLICY REVIEW

This policy will be regularly reviewed and updated to ensure its effectiveness in addressing user feedback and fostering a positive community experience. Last reviewed on 23/12/23

By engaging with Black Foster Carers Alliance, you agree to adhere to the principles outlined in this Compliments and Complaints Policy. Your feedback contributes to our commitment to transparency, accountability, and continuous improvement.