Complaints Policy
Improving Futures Ltd
Improving Futures Ltd is committed to providing high-quality, respectful and responsive services. We welcome feedback and take all complaints seriously, using them as an opportunity to learn and improve.
Purpose
This policy explains how clients, families, carers, representatives, or other stakeholders can raise concerns or complaints, and how Improving Futures Ltd will respond.
Who Can Make a Complaint
A complaint may be made by:
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a client or service user
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a family member or carer
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a representative or advocate
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another professional or stakeholder
Complaints can be made on behalf of someone else with appropriate consent.
How to Raise a Complaint
Complaints should be raised as soon as possible so that concerns can be addressed promptly.
You may:
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speak directly to the staff member involved (where appropriate), or
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contact the Managing Director by phone or email, or
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submit a written complaint to:
Improving Futures Ltd
3rd Floor
86–90 Paul Street
London
EC2A 4NE
You may raise a complaint verbally or in writing. Support can be offered if you need help to make a complaint.
What Happens Next
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Acknowledgement
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We will acknowledge receipt of your complaint within 5 working days.
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Investigation
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Your complaint will be reviewed fairly, independently where possible, and without prejudice.
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We may contact you for clarification or further information.
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Response
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We aim to provide a full written response within 20 working days.
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If more time is required, we will explain why and provide an updated timescale.
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Outcome
Our response will explain:
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the findings of the investigation
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any actions taken
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any learning or service improvements identified
Where appropriate, we will offer an apology and outline steps taken to prevent similar issues in the future.
Escalation
If you are not satisfied with the outcome, you may escalate your complaint.
Depending on the nature of the complaint, this may include:
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the relevant Local Authority
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the Information Commissioner’s Office (ICO) for data protection concerns
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an appropriate professional or regulatory body
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seeking independent advice or legal guidance
We will provide information on escalation routes where applicable.
Safeguarding Concerns
If a complaint raises a safeguarding concern, it will be managed in line with our Safeguarding Policy and may be referred to the appropriate safeguarding authority.
Confidentiality
All complaints are handled sensitively and confidentially.
Information will be shared only on a need-to-know basis, in line with data protection and safeguarding requirements.
No Detriment
Raising a complaint will not result in any disadvantage, discrimination, or reduced service.
Record Keeping
Complaints and outcomes are recorded and retained in line with data protection and record-keeping requirements.
Review
This Complaints Policy is reviewed annually or sooner if required due to changes in guidance or practice.