Complaints and feedback

Last updated: 21 July 2026

We want Charis MC to be a safe, supportive place – and hearing from you is how we keep improving. Whether you’d like to share something that went well, make a suggestion, or raise a concern, we take every piece of feedback seriously.

This page is for the young people we support, their families and advocates, professionals, and members of the public. No young person will ever be treated differently for making a complaint.

Compliments and suggestions

If something’s gone well, or you have an idea for how we could do better, please tell us – it helps us do more of what works. You can use the form below or email info@charismc.co.uk.

How to make a complaint

If something’s gone wrong, we’d like the chance to put it right. You can complain:

  • using the complaints form below;

Complaints and feedback

Tell us what’s gone well, share an idea, or raise a concern. You can stay anonymous.

Complaints and feedback

Please share only what you need to – we’ll handle everything securely.

You can ask someone you trust – a family member, advocate or worker – to complain on your behalf.

What happens next

  1. Talk to us first (informal). Often the quickest way to sort something out is to raise it with the staff member or service manager involved. Many concerns are resolved straight away.
  2. Stage 1 – formal complaint. If that doesn’t resolve it, make a formal complaint using either of the methods above. We’ll acknowledge it within [5] working days and aim to give you a full response within [20] working days. If we need longer, we’ll tell you why and agree a new date with you.
  3. Stage 2 – review. If you’re not satisfied with our Stage 1 response, you can ask for a review by a senior manager. We’ll acknowledge within [5] working days and respond within [20] working days.

If you’re still not happy

You can get independent help and advice, and escalate your complaint, to:

  • Your social worker, personal adviser or advocate – if you’re a young person we support.
  • The Children’s Commissioner’s “Help at Hand” service – free, independent advice for children and young people in care.
  • Ofsted – for our Ofsted-registered supported accommodation: 0300 123 1231 or enquiries@ofsted.gov.uk. (Ofsted looks at the quality and safety of services rather than resolving individual complaints.)
  • The Local Government & Social Care Ombudsman (LGSCO) – for complaints about services funded by your local authority: 0300 061 0614 or www.lgo.org.uk.
  • The Information Commissioner’s Office (ICO) – if your concern is about how we’ve handled personal data: 0303 123 1113 or www.ico.org.uk.

Our promise

We’ll listen, treat you fairly, keep you updated, and use what we learn to make our services better. Making a complaint will never affect the support a young person receives.

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