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Complaints

We aim to provide the highest quality service and take any complaints very seriously.

What is a complaint?

The Citizen’s Charter Complaints Task Force defined a complaint as ‘an expression of dissatisfaction requiring a response.’ All complaints, whether verbal or written, should receive a full response, with the aim of satisfying the complainant that his/her concerns have been listened to, offering an apology where applicable and explanation, showing as appropriate, that action has or will be taken.

Who can complain?

Complaints can be made by service users/visitors, or by a person of their choice with the user’s/visitor’s consent, about any of the Centre’s services. The Anna Freud Centre has a duty to respect the confidentiality of all service users and visitors and will not disclose information about service users or visitors without their written consent. (See the AFC’s confidentiality policy for further information.)

Complaints regarding court assessments can only be heard within the court process as there are strict rules regarding court assessments with which the Centre must comply.

How can I complain?

1. Informal complaints

Firstly speak to a member of staff. They will try to resolve the concern you have straightaway. Some complaints may need an investigation which could take more time. We will always try to give you an answer within five working days.

If you prefer you can ask to speak to the manager of the service you have attended. If you are not sure who to speak to, please ask our reception staff or telephone the Centre on 020 7794 2313.

It is important to make your complaint as soon as possible.

2. formal complaints

If would like to make a formal complaint please write to, email or telephone the Centre’s General Manager stating what you are unhappy about. She will try to help you by taking up your complaint with the relevant manager or, if you prefer, she will deal with your complaint formally.

The General Manager
The Anna Freud Centre
12 Maresfield Gardens
London NW3 5SU
ros.bidmead@annafreud.org
020 7794 2313

What happens to a formal complaint?

The Centre will undertake a thorough investigation of your complaint. You will receive a detailed reply from the Chief Executive within 15 working days.

What if I am not satisfied?

If you are not satisfied with the response you receive, you can ask for a review by the Centre’s Board of Trustees, by writing to the Chair of Trustees:

The Chair of Trustees
The Anna Freud Centre
12 Maresfield Gardens
London NW3 5SU

The matter will be referred to the next board meeting. The complainant has the right to attend the meeting to give their point of view but not to be present when the decision is reached.

The complainant will be informed of the decision in writing within 15 working days of the board meeting. If the complainant is dissatisfied with the decision, they may appeal within 14 days of receiving the decision. The complaint will be referred to an independent enquiry panel. The complainant has the right to appear before the appeals panel. The panel will make a recommendation to the board and the decision of the full board following this recommendation is final.

Notes

1) At all stages, the complainant has the right to be represented by a person of their choice, whose role must be made known to the Anna Freud Centre in advance.
2) Should the complaint involve misconduct by a volunteer or employee, then the disciplinary procedure may be started at any stage. Should this procedure begin, then the complaints procedure will wait for the outcome of the disciplinary proceedings.

The independent enquiry panel will be appointed by the board of trustees and directors. The complainant will be informed of all members of the panel before the meeting.

Please contact the Centre’s General Manager if you are unclear how to make a complaint or need further advice: 020 7794 2313.