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Complaints Procedure

We aim to provide a high standard of service. If you have a concern or complaint, we want to hear from you.

The Louise Nicholas Trust procedure:

1. Talk To Us:

If something isn't right, please talk to the staff member involved. Most concerns can be sorted quickly through discussion.

2. Make a Formal Complaint:

If your concern isn't resolved, you can make a formal complaint - in person, by phone, or in writing. Staff can help you put your complaint in writing if needed.

3. What happens next:

  • We will acknowledge your complaint within 5 working days.

  • Your complaint will be recorded in our complaints register.

  • We will look into what happened and may contact you for more information.

  • Preliminary findings will be shared within 10 working days, and a final decision within 21 working days.

4. Serious Matters:

If your complaint involves child abuse or a criminal offence, we must report it immediately to the appropriate authorities​

You will be told the result and any actions we take. You have the right to ask for a review if you are not satisfied. We may also ask for your feedback about the process.

5. Outcome:

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