Complaints policy

At Children First, we welcome all kinds of feedback, both positive and negative, because it helps us to be a better organisation. Feedback helps us learn what is working well and what needs to improve. However, if something feels unsafe, unfair, disrespectful or unsatisfactory about your experience with us, you can make a complaint.  

A complaint is when you tell us about what happened and how it made you feel. It will start a formal process within Children First to find a resolution, or a way to make things better.  

Anyone who has an experience with Children First can make a complaint to us. We accept complaints from children, young people and adults.  

If children and young people don’t feel comfortable making a complaint themselves, they can ask an adult to help them or ask to do so on their behalf.   

If children and young people are complaining themselves or they are the subject of the complaint, your complaint will be dealt with in line with the Scottish Public Services Ombudsman’s Child Friendly Complaints-handling Principles. 

The Children First Complaints Policy has all the information you need to help you to make your complaint. 

We have a complaints form with sections to fill and submit to assist you with sending your complaint to us.  

Complaints can also be sent directly to complaints@childrenfirst.org.uk