How to make a complaint
Voices from Care Cymru (VFCC) is committed to delivering the best services possible to care experienced children and young people and therefore recognises the importance of receiving feedback on the way that it works.
VFCC can only do this if people tell us when they feel something is wrong.
If you are not satisfied with the service which VFCC is providing, it is your right to complain.
To make a complaint about the service that VFCC provides or about a staff member please write to the Chief Executive Officer at Voices From Care Cymru, 45 The Parade, Cardiff CF24 3AB.
To make a complaint about a Trustee of VFCC please write to the Chair of the Finance & Human Resources Committee at Voices From Care Cymru, 45 The Parade, Cardiff CF24 3AB.
If you need help to write the complaint you can ask someone else to write it for you, such as an advocate or personal advisor. If you want someone from VFCC to help you write it, please call 02920 451431 and ask to speak to the Business Support Manager.
Once your complaint has arrived you will receive an acknowledgement within 5 working days.
The person dealing with your complaint may contact you for further information.
They will make a decision about the complaint within 25 working days of receiving it and tell you what the outcome is.
If you are not happy with the decision which has been made, you can appeal.
An appeal should be made within 5 working days of receiving the outcome and sent to Chair of the Board of Trustees at Voices From Care Cymru, 45 The Parade, Cardiff CF24 3AB.
They will review the original complaint and decision and respond to you within 25 working days.