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Complaints Procedure
At Pure Grace Homes, we are committed to providing high-quality care and support to all the children and young people in our home. We believe in transparency, accountability, and continuous improvement. While we strive to meet the highest standards, we acknowledge that concerns or complaints may arise. If something doesn’t feel right — we want to know.
This policy sets out how you can raise a concern or complaint, what you can expect from us, and how we will respond.
Who can complain
You can make a complaint if you are:
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A child or young person in our care
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A parent, guardian or relative of a child in our care
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A social worker, advocate, or other professional
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A member of the public or neighbour
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Any other interested party
How to make a complaint
You can raise a concern or complaint by:
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Speaking to a staff member or manager directly
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Emailing us at contact@puregracehomes.com
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Submitting a complaint form via our website
Children and young people can also use advocacy services or speak to their Independent Visitor or Social Worker to support them in making a complaint.
What happens after you make a complaint
We operate a three-stage complaints procedure:
Stage 1 – Informal Resolution
We encourage concerns to be raised and resolved informally whenever possible. A senior member of staff or the Registered Manager will listen to your concern, investigate, and aim to resolve it quickly — usually within 5 working days. If you are not satisfied with the outcome, or the matter is too serious for informal resolution, you can request it be escalated to Stage 2.
Stage 2 – Formal Investigation
Your complaint will be acknowledged within 3 working days and fully investigated by the Registered Manager or another senior leader not involved in the incident. You will receive a written response within 28 days, outlining the findings and any actions taken. If you remain dissatisfied, you can escalate to Stage 3.
Stage 3 – Independent Review
An external individual not connected to the home will review the complaint, process and outcome. This stage provides additional scrutiny and transparency. You will receive a final written response within 20 working days of escalation.