Complaints Policy

1. Our approach

Placement Findr aims to provide a professional, responsive and transparent service. We take complaints seriously and will try to resolve concerns fairly and as quickly as possible.

2. What this policy covers

This policy covers complaints about Placement Findr’s service, communication, administration, invoicing process, property sourcing process, website, conduct or handling of an enquiry, booking or property-related matter.

Where a complaint relates to care, support, safeguarding decisions, Local Authority decisions, clinical matters, risk assessments, staffing, direct care provision or the conduct of a third-party provider, this should be raised with the relevant Care Provider, Local Authority or appropriate safeguarding body. Placement Findr can support by passing relevant property/accommodation information to the appropriate party where needed.

3. Urgent issues

If there is an immediate risk to life, safety or serious harm, call 999.

If there is an urgent safeguarding concern, it should also be escalated immediately to the relevant Care Provider, Local Authority safeguarding team, emergency services or appropriate statutory agency.

Property emergencies should be reported using the agreed live placement communication route and/or emergency contact details provided for that property.

4. How to make a complaint

Complaints can be sent by email to office@placementfindr.org.uk or by phone on 0330 818 2419.

Please include:

• your name and contact details
• the organisation you represent, if applicable
• the property, placement, invoice or enquiry reference, if relevant
• a clear summary of the complaint
• dates, times, names and supporting evidence where available
• any supporting documents, screenshots or evidence
• what outcome or resolution you are seeking

5. Timescales

1. We aim to acknowledge complaints within 3 working days.
2. We aim to provide a written response within 10 working days where possible.
3. If the matter is complex or we need information from a Property Partner, Care Provider, Local Authority, contractor or other third party, we may need longer. In those cases, we will provide an update and aim to respond within 20 working days where possible.

6. How we handle complaints

We will review the information provided, check relevant records, speak to any team members involved and, where needed, request information from third parties. We will then confirm our response, any findings, any actions we can take, and whether any further steps are required.

Where we cannot fully resolve the matter because it sits with a third party, we will explain this and confirm what steps we can take within our role.

7. Escalation

If you are not satisfied with the response, you can ask for the complaint to be reviewed by a senior member of the Placement Findr team. Please explain why you remain dissatisfied and what further action you believe is required.

8. Confidentiality and records

We will handle complaints confidentially and only share information with those who need it to review and respond to the complaint. Where safeguarding, safety, legal or regulatory issues arise, we may need to share information with appropriate agencies or responsible organisations.

We will keep a record of complaints and outcomes to help identify recurring issues, improve processes and support service improvement.

9. Learning and improvement

We may use complaint outcomes to improve our processes, communication, partner expectations, placement workflows and internal training.

10. Contact

Complaints should be sent to office@placementfindr.org.uk. For urgent operational issues, please use the agreed live communication route for the booking/placement where applicable.