EPIC is committed to honouring the dignity of each young person in care. During the course of our work there may be a time when, for some reason, you may feel unhappy with EPIC. We genuinely want to know if you are unhappy with some part of our work. Listening and being open to all you have to say helps us as an organisation to constantly learn from you and find new ways to improve the way in which we work with you and for you. Below is information on what a complaint is and how to make a complaint.
This is letting someone know that you are not satisfied with something, for example, “Someone didn’t phone me back...” or “She didn’t explain things to me…”.
YOU! It is your right to make a complaint about any part of our work with you that you are not satisfied with.
Some people are fearful of making a complaint, for example, they might feel that it will go against them in some way. You will not get into to trouble for saying what you feel.
It allows you to get something off your chest and to be really listened to. Also by making a complaint it gives you the opportunity to, for example, have someone explain to you why things happened the way they did; or a genuine apology for something that was/was not done; and or further help/advice with your problem.
As well as letting us know what you are unhappy about it is also a chance for you to say what it is you would like to happen. EPIC is happy to listen to you and to help you to put things right.
You can let EPIC know you have a complaint to make, by:
Please note all complaints go straight to the Director of EPIC.
Know that when making your complaint you have a right to an advocate (a person who will listen to you and help you, and or speak on your behalf). An advocate could be an EPIC member of staff (not involved in the complaint) or you may like it to be your social worker, or the Ombudsman for Children and Young People.
Below is a list of the stages (what will happen step by step) and time frames (when these will happen) that will take place once your complaint has been received by EPIC.