Information on how to make a complaint

Sure Start Westminster Church Street and all Partnership Organisations are committed to delivering high quality services and encourage you to be involved in all aspects of our programme. We hope you will tell us things you like about the services as well as any concerns you may have.

If you are unhappy about any of the services you have received or about the way you have been treated by a member of staff, you can either complete a feedback form (available from the Sure Start Centre or any member of staff) or write directly to the Director (details below). Alternatively, you can write to the Manager of the Partnership Organisation who runs the service and is responsible for the staff member. Any member of staff will be able to tell give you the name and address of this person.

If your complaint is about the way Sure Start communicates and consults with you, the director will acknowledge your concerns in writing within 7 working days and will send a copy to the chair of the Sure Start Partnership Board.

If your complaint is about a service or a member of staff, it will be explored by both the director and the manager of the employing organisation.

All employing organisations will follow their own complaints procedures if your complaint concerns a member of their staff. These procedures may differ from one another but the Sure Start director and the manager of the employing organisation will work together with the staff member to address your concerns. You may be invited to meet with those involved in order to arrive at a satisfactory outcome.

Regardless of the nature of your complaint, a written response of any action taken/outcomes will be sent to you within 28 working days.

It is envisaged that by working together we shall be able to address your concerns and resolve any issues to your satisfaction.

However, if you are still dissatisfied with the response to your complaint, the director will inform the chair of the Partnership Board who will, if necessary, appoint investigators to re-examine your complaint and the responses you received.

Please address complaints to:

Jayne Vertkin
Director - Sure Start Westminster Church Street
Lisson Grove Health Centre
Gateforth St
LONDON
NW8 8EH