Complaints

Our approach

Onwards Mentoring aims to provide a safe, respectful and effective service. If something has gone wrong, we want to understand what happened, put matters right where possible and use the learning to improve.

A complaint will be handled fairly, sensitively and as confidentially as possible. Nobody should experience poorer treatment because they have raised a concern in good faith.

Who can make a complaint?

A complaint can be made by a young person, parent or carer, school, local authority, children’s care home, advocate, professional or another person directly affected by our service.

How to raise a concern

Email referrals@onwardsmentoring.com with the subject line Complaint. Please include:

• your name and preferred contact details;
• what happened and when;
• who was involved, where known;
• the outcome you are seeking; and
• any support or communication adjustments you require.

If email is not suitable, contact us by email to request a telephone conversation or an alternative accessible method.

What happens after a complaint?

1. Early resolution: where appropriate, we will try to resolve the concern quickly through a clear conversation and agreed action.
2. Formal response: formal complaints will normally be acknowledged within three working days. We aim to provide a written outcome within 15 working days. If more time is needed, we will explain why and provide a revised date.
3. Review: if the complainant remains dissatisfied, they may request a review. Wherever possible, this will be considered by a suitable person who was not responsible for the original response.

We will maintain an appropriate record of the complaint, evidence considered, decisions, actions and learning.

Further escalation

If a complaint relates to a commissioned placement, the complainant may also use the complaints process of the commissioning school, local authority or care provider. Data-protection concerns can be raised with the Information Commissioner’s Office. Possible criminal matters should be reported to the police.

Safeguarding concerns are different

Allegations concerning a member of staff or another adult will be managed under safeguarding procedures and may be referred to the relevant Local Authority Designated Officer or another statutory agency.

Making the process accessible for young people

Young people can raise concerns in their own words and may be supported by an advocate, trusted adult, social worker, parent, carer or another professional. We will explain the process clearly and make reasonable adjustments to help them participate.