Complaints Procedure
We take every concern seriously. Here's how to raise one, and what you can expect from us.
Draft for legal review. This page reflects standard UK practice for registered children’s homes but has not yet been reviewed by a solicitor or finalised by New Dawn’s leadership. Please confirm all details — particularly any bracketed placeholders — before publishing.
Anyone can raise a concern with us — a young person in our care, a family member, a social worker, or a member of the public. We welcome complaints as an opportunity to improve, and we will never penalise a young person for speaking up.
- 1
Raise it with us directly
Most concerns can be resolved quickly through an informal conversation with a member of staff or the home's manager.
- 2
Submit a formal complaint
If the issue isn’t resolved informally, submit a written complaint to company@newdawnchildrenhome.co.uk or by post to our head office. We will acknowledge receipt within 3 working days.
- 3
Investigation
A senior manager not directly involved in the matter will investigate and respond in writing, typically within 20 working days.
- 4
Escalation
If you remain unsatisfied, you may escalate to Ofsted or, where relevant, the young person's placing local authority.
A note for young people
You don’t have to use a form to raise a concern. You can talk to any member of staff, your social worker, or an independent advocate — whatever feels safest for you.