We are committed to providing a high-quality service to all our service users, and will make all reasonable efforts to ensure that any issues raised are resolved without the need for a formal complaint.
Suggestions for improvements to any aspect of practice are welcomed.
In the event that you remain unhappy with any aspect of our service and wish to make a complaint, you may do so at any time in the following way:
1. Complete a Family Compass Complaint Form with full details of the nature of the complaint. This can be sent as a hard copy to:
Family Compass
Old Town Station
North Walk
Barnstaple
EX31 1DF
Or by email to: hello@familycompass.co.uk
Copies of this form are available by request.
If you would like to discuss any matter with a member of staff, please contact Keda Johnstone, CEO, on 07871 261420 or by email: keda.johnstone@familycompass.co.uk.
If your complaint involves this staff member, please contact Lucy Capron, Safeguarding Lead, on 07986 913458 or by email: lucy.capron@familycompass.co.uk.
2. Your complaint will be acknowledged within 3 working days and reviewed by a member of the management team. The Family Compass board of trustees will be informed.
3. Within 28 working days you will be contacted with a response, and review actions if appropriate. If you are satisfied with this response, no further action will be taken. You will be asked to sign the complaint form accordingly.
4. If you are not satisfied with this response, the complaint will be progressed to the Board of Trustees for review. Within a further 20 working days you will be contacted with a response, and review actions if appropriate. If you are satisfied with this response, no further action will be taken. You will be asked to sign the complaint form accordingly.
5. Under certain circumstances, it may be appropriate to make a complaint to The Charity Commission. Please view the guidance notes here.