Complaints, Compliments and Feedback
Our promise to you
At Feed and Flow Clinic, we want every child and family to feel listened to, respected and supported.
We aim to provide high-quality care and a positive experience for every family. We know that sometimes things may not go as expected, and we want you to feel comfortable telling us if something is wrong.
We welcome all feedback, including suggestions, concerns, complaints and compliments. Your feedback helps us understand what we are doing well and where we can improve.
You will never be treated unfairly or have your care reduced because you raise a concern or make a complaint in good faith.
1. How can I share feedback?
You can share your feedback in whichever way feels most comfortable for you.
You can:
Speak to Danielle Horn or another member of the team.
Tell us about your concerns in person or over the telephone.
Write to us by letter or email.
Ask a family member, friend or representative to contact us on your behalf.
Ask for help to make a complaint if you find the process difficult.
Share suggestions for improvement or leave a compliment.
You can also make an anonymous complaint. However, if you do not provide your contact details, we may not be able to update you about the outcome.
2. Who can make a complaint?
Anyone affected by the care or services provided by Feed and Flow Clinic can make a complaint.
A parent or carer can raise a concern about their child's care. A representative may also complain on behalf of someone if they have been given permission to act on their behalf.
If you need support to make a complaint, we can help you understand the process. Where appropriate, we can help you find an independent advocate to support you.
3. What should I do if I have a concern?
We encourage you to speak to us as soon as possible if something is worrying you.
Many concerns can be resolved quickly through an open and honest conversation. We will listen to you, discuss what has happened and try to agree on a solution.
If your concern cannot be resolved informally, or you would prefer to make a formal complaint, we will follow our complaints procedure.
You do not have to try to resolve your concern informally before making a formal complaint.
4. How do I make a formal complaint?
You can contact us using the details below.
Registered Manager: Danielle Horn
Email: feedandflowclinic@gmail.com
Telephone: 07598 744636
You can make a complaint verbally or in writing. If you tell us your complaint verbally, we will write down the details and provide you with a copy within 3 working days.
We recommend raising your complaint as soon as possible after the event. If more than 12 months have passed, we will consider the reasons for the delay and whether a fair and effective investigation is still possible.
5. Formal complaint process
We will treat your complaint seriously, fairly and confidentially. Our aim is to understand what happened, address your concerns and learn from the experience.
Step 1: We record your complaint
A member of staff will record your complaint and pass it to the appropriate person.
Step 2: We acknowledge your complaint
We will acknowledge your formal complaint within 3 working days and tell you who will be investigating it.
We will explain the next steps and provide any support you need to understand the process.
Step 3: We investigate
We aim to investigate your complaint within 14 working days.
We will look carefully at the issues you have raised, gather relevant information and consider what action may be needed.
We will keep you informed about progress and let you know if we need more time.
Step 4: We explain the outcome
We aim to provide a full response within 28 days of receiving your complaint, unless a different timescale has been agreed with you.
We will explain:
What we found during the investigation.
Whether anything went wrong.
What action we have taken or plan to take.
How we intend to address your concerns.
Where appropriate, we will arrange a meeting with you to discuss the outcome.
Appeal
If you do not feel your complaint has been resolved fairly, you have the right to appeal.
You should submit an appeal within 14 working days of receiving the complaint decision.
You can appeal if you believe, for example:
Your concerns have not been properly considered.
You have been treated unfairly.
Your confidentiality or privacy has been breached.
The investigation was not independent or appropriate.
We will respond to your appeal within 14 working days of receiving it and explain the outcome.
If you remain unhappy, you can contact the organisations listed in the next section.
Complaint about the Registered Manager
If your complaint is about Danielle Horn, it should be handled independently rather than investigated by Danielle herself.
The policy identifies an independent route through the appointed HR or insurance contact.
Independent contact: Hiscox
Telephone: 0800 711 7156
Email: claimsuk@hiscox.com
You can contact Hiscox directly if you wish to raise a complaint about the Registered Manager.
6. Who else can I contact for help?
Lancashire County Council
Complaints and Appeals Team
Legal and Democratic Services
Christ Church Precinct
County Hall
Preston
PR1 8XJ
Local Government and Social Care Ombudsman
The Ombudsman provides a free, independent service for reviewing eligible complaints about care and services.
Telephone: 0300 061 0614
Email: advice@lgo.org.uk
Website: https://www.lgo.org.uk
Online complaint form: https://www.lgo.org.uk/complaint-form
The Ombudsman will not normally investigate until Feed and Flow Clinic has had an opportunity to respond to your complaint.
Care Quality Commission (CQC)
The CQC regulates health and social care services in England. Although it does not investigate individual complaints on your behalf, you can share information about your experience with the service.
Telephone: 03000 616161
Website: https://www.cqc.org.uk
7. Worried about a child's safety?
A child's safety and wellbeing are extremely important to us.
If you have safeguarding concerns about any child please reach out to us, we are there to help, or raise these with the local authority safeguarding team, if you would like to get in contact we can support you to find the correct contact details for your area.
Any safeguarding concerns about Feed and Flow Clinic should be directed to Lancashire County Councils Safeguarding Team.
8. How do you use complaints/feedback to improve your service?
We record and review complaints to identify patterns and opportunities to improve.
Where changes are needed, we consider what we can do differently to improve the quality, safety and experience of our care.
Complaint records are stored securely and retained in line with our record-keeping and data protection requirements.
9. How can I give a compliment?
We are always pleased to hear when something has gone well.
If you would like to thank a member of staff or tell us about a positive experience, you can:
Speak to us in person.
Email Danielle Horn.
Send us a letter.
Share feedback with a member of the team.
We record compliments and share relevant feedback with staff. Positive feedback helps us recognise good practice and understand what matters most to families.
10. Our commitment to parents and families
At Feed and Flow Clinic, we are committed to:
Listening to parents, children and families.
Treating everyone with kindness, dignity and respect.
Taking concerns seriously.
Handling complaints fairly and confidentially.
Keeping families informed throughout the process.
Being open and honest when things go wrong.
Learning from feedback and continually improving our service.
Your voice matters. If you have a concern, suggestion or compliment, please get in touch. We are here to listen.
Main contact: Danielle Horn
Email: feedandflowclinic@gmail.com
Telephone: 07598 744636
*This policy is made by and for Feed and Flow Clinic and its service users to access. It should not be copied, reproduced or altered*