Complaints Policy
Safe Haven Complaints Policy
Purpose
Safe Haven aims to provide professional, respectful, and structured accommodation-related support services.
We recognise the importance of feedback and are committed to responding to complaints fairly, professionally, and appropriately.
Who Can Raise a Complaint
Complaints may be raised by:
- Residents
- Referrers
- Partners
- Agencies
- Stakeholders
- Members of the public
What Can Be Complained About
Complaints may relate to:
- Service quality
- Communication concerns
- Professional conduct
- Accommodation-related concerns
- Partnership working concerns
- Operational issues
- Safeguarding-related concerns
How to Submit a Complaint
Complaints can be submitted:
- By email
- Through the contact form
- In writing
- Through a professional referrer
Complainants should include:
- Name
- Contact details
- Details of the complaint
- Relevant dates or information
Complaints Process
Step 1 — Acknowledgement
Safe Haven aims to acknowledge complaints within a reasonable timeframe.
Step 2 — Review
The complaint will be reviewed internally.
Step 3 — Investigation
Relevant information may be gathered where appropriate.
Step 4 — Response
A response will be issued outlining findings or next steps.
Safeguarding Concerns
If a complaint involves safeguarding concerns or immediate risk, safeguarding procedures and escalation pathways may be followed.
Confidentiality
Complaints will be handled respectfully and confidentially where possible.
Information may be shared where legally required or where safeguarding obligations apply.
Learning & Improvement
Safe Haven values feedback and may use complaints to:
- Improve services
- Improve communication
- Strengthen procedures
- Improve partnership working
Contact
For complaints or concerns, contact Safe Haven directly.