Giving us compliments, feedback or making a complaint

SHINE for Kids wants to give you the highest-quality service possible. If you have found our service helpful or have any ideas on how something can be done better, please let us know. We also want to know if you are not happy or have concerns about any part of our service.

Our complaints process

	If you can, talk first to the person concerned.
	If you do not feel comfortable about this, you can speak to or write to their supervisor, or
	Contact our CEO as below or use the online feedback form
	Your complaint will be recorded in a separate file so that the problem can be dealt with sensitively and quickly.
	Within 14 days of making your complaint, you will receive a letter from us which should: restate your comments to ensure SHINE for Kids understands your complaint give the name of the person managing your complaint and how they may be contacted state the time and the steps the worker will take to deal with your concerns.
	Once you have received your letter the SHINE for Kids worker handling your complaint will contact you to talk about what you want to do and the next steps.
	If we have not been able to resolve the complaint within the 14 days we will ask you to formalise the complaint in a letter (if you have not already done so).
	Within a further 28 days of receipt of your written complaint, SHINE for Kids will aim to investigate and resolve it. All complaints will be dealt with seriously, quickly, confidentially, and without stopping your right to use SHINE for Kids services.
	If this is not possible we will write to you explaining why.

Can I have someone to help me?

Yes! It is OK to have a friend or person you trust to help you in any of your dealings with us. This person can help you put your comments in writing, be with you when you put forward your comments or attend any meetings.

What if I need an interpreter?

SHINE for Kids will assist you if you need an interpreter. There will be no cost to you for this service.

Your privacy is important to us

At SHINE for Kids your privacy is our absolute priority.

Read our Privacy Statement

Contacting SHINE for Kids

 

Feedback Form

For all complaints, compliments or other feedback

• Brief summary of feedback*
• Date occurred*
  Date Format: DD slash MM slash YYYY
• Time occurred*
  : HH

  MM

  AM PM
• If you would like us to reply to you, please provide your contact details (optional)
  First Last
• Phone or mobile number
• Email address
• CAPTCHA

Raise a child safety concern

If you are uncomfortable about something that has occurred during contact with SHINE for Kids please let us know by emailing [email protected]