At Serene Sparks, we believe that listening to concerns and responding to complaints is not just important — it’s essential to providing the best possible care for our young people.
For us, complaints are not a problem to be managed; they are an opportunity to listen, learn, and improve. Every concern raised helps us make Serene Sparks a better, safer, and more supportive place for the young people who live with us.
We are dedicated to:
We make sure every young person at Serene Sparks knows how to make a complaint and feels safe to do so. When they first arrive, we give clear information about the complaints process in a way that’s easy to understand and accessible.
Young people can make a complaint in many ways:
We also provide contact details for Ofsted, the Children’s Commissioner, and the Local Authority so young people can raise concerns externally if they choose.
We keep the process simple, fair, and transparent:
Concerns are addressed straight away where possible through open conversations.
The young person prefers, a formal complaint is recorded and acknowledged within 24 hours.
A manager not involved in the issue carries out a thorough investigation, usually within 7 days.
A clear, written response is shared, explaining findings and actions taken.
If the complainant is unhappy, they can appeal to senior management or the directors.
If still unresolved, young people are reminded of their right to contact Ofsted or the Local Authority.
We understand that making a complaint can feel daunting. That’s why we:
Offer independent advocacy to support young people throughout the process.
Keep communication clear, honest, and age-appropriate.
Reassure young people that speaking up will never lead to negative consequences.
Provide regular updates so young people know what’s happening at every stage.
Treat everyone involved with dignity, respect, and fairness.
Every complaint is recorded, reviewed, and used as a chance to improve what we do. We use the information to:
At Serene Sparks, we want young people to feel safe, respected, and heard. By welcoming feedback and complaints, we ensure that our service keeps growing, improving, and putting young people first.
