Guide for Professionals: Complaints, Concerns and Compliments
DVACT-PAI is committed to providing safe, respectful, professional and high-quality services to children and families.
We recognise that our organisation is one part of a wider network of professionals working to support children and families. We understand that professionals who work with us may sometimes have concerns about our service, our processes or the way a matter has been handled. We also value positive feedback and compliments because they help us understand what we are doing well.
Purpose of this Guide
We work with professionals, including family court solicitors, social workers, children’s services, Cafcass professionals and other agencies, who may refer parents to us for specialist domestic abuse assessments or interventions.
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We recognise that professionals who work with us may sometimes have concerns about our service, our processes or the way a matter has been handled.
This guide explains:
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how professionals can raise a complaint or concern;
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how concerns will be handled;
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what information we may need;
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how safeguarding concerns should be raised;
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how we respond to complaints involving our staff or practitioners;
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how professionals can provide compliments and positive feedback;
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how we use complaints and compliments to improve our services.
Our aim is to make raising a concern straightforward, proportionate and accessible.
Who Can Make a Complaint or Raise a Concern?
A complaint or concern may be raised by any professional who has contact with, refers to, commissions or works alongside DVACT-PAI.
This may include:
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family court solicitors;
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barristers;
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social workers;
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children's services professionals;
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Cafcass professionals;
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family support workers;
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domestic abuse professionals;
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probation professionals;
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health professionals;
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education professionals;
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commissioners;
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other referring agencies;
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professionals working with a child or parent receiving our services.
You do not need to be directly responsible for a case to raise a concern if you believe that an issue may affect the safety, wellbeing or quality of service provided to a child or family.
Where appropriate, we also accept complaints from service users, parents, children and other people affected by our services. Separate information is available on our information for parents page for service users about how they can make a complaint.
What Can I Complain About?
You can raise a complaint or concern about any aspect of our service, including:
Service quality
For example:
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concerns about the quality or appropriateness of an assessment;
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concerns about the delivery of a programme or intervention;
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concerns about whether the service provided was consistent with what had been commissioned;
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concerns about professional standards or conduct;
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concerns about delays or failures to communicate.
Communication
For example:
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difficulties contacting the organisation;
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failure to respond within an appropriate timeframe;
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concerns about communication with referring professionals;
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information not being communicated clearly or appropriately.
Professional conduct
For example:
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concerns about the behaviour or conduct of a member of staff or practitioner;
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concerns about professionalism;
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concerns about inappropriate comments or behaviour;
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concerns about boundaries or conflicts of interest.
Safeguarding and risk
Concerns may also relate to:
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the safety or welfare of a child;
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concerns about a parent's safety;
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failure to respond appropriately to a safeguarding concern.
Safeguarding concerns should not be delayed while waiting for the formal complaints process.
If you believe that a child or adult is at immediate risk of harm, you should contact the appropriate emergency or safeguarding service without delay and, where appropriate, inform DVACT-PAI.
What Is Not Normally a Complaint?
Some matters may be better dealt with through another process.
For example:
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a request for additional information about a report;
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a request for clarification of an assessment;
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a request for information that was not included in a referral;
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a request to correct a factual error;
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a disagreement about a professional opinion;
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a request to amend a report because a professional does not agree with its conclusions.
Where possible, we will try to resolve these matters informally and promptly.
However, if the concern relates to the quality, integrity, conduct or safety of our service, it may be appropriate to treat it as a formal complaint.
Complaints About Professional Opinions or Assessments
Domestic abuse assessments and programmes can involve complex professional judgements.
We recognise that referring professionals may not always agree with an assessment, recommendation or professional opinion.
A difference of professional opinion does not automatically mean that the service provided was inadequate.
Where you disagree with an assessment, you should normally:
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identify the specific part of the assessment or report with which you disagree;
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explain the factual or professional basis for your concern;
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provide any relevant information that you believe may have been overlooked;
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allow the practitioner or organisation an opportunity to consider and respond.
We will not change a professional opinion simply because another professional disagrees with it.
Any amendment to an assessment or report will be based on appropriate evidence, professional standards and the integrity of the assessment process.
Where a complaint concerns the independence or integrity of an assessment, it will be reviewed appropriately and, where necessary, by someone who was not directly involved in the original decision.
Complaints about an assessment being used in family court proceedings
We recognise that our assessments and reports may be relied upon within family court proceedings.
If a professional has a concern about the content of an assessment or report, they should raise the concern with us as soon as possible.
However, the complaints process does not replace the court's own procedures.
We will not seek to interfere with judicial decision-making or attempt to influence the outcome of court proceedings.
Where appropriate, we will:
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clarify factual matters;
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correct genuine factual errors;
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explain our assessment methodology;
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consider relevant additional information;
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review concerns about professional practice;
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identify any appropriate amendments or actions.
We will maintain the independence and professional integrity of assessments.
How to Make a Complaint
Where possible, complaints should be submitted in writing.
You can contact:
Complaints Lead
Claire Verney
DVACT-PAI
claireverney.pai@dvact.org
Please use the subject heading:
"Complaint – Professional Concern"
You can also raise a concern verbally by telephone. Where a concern is raised verbally, we may ask you to confirm the details in writing so that we can ensure that we have accurately understood your concerns.
Complaint information
To help us investigate your complaint effectively, please provide as much relevant information as possible.
This may include:
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your name and professional role;
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your organisation;
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your contact details;
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the name or reference number of the case, where appropriate;
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the date or approximate date of the incident;
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the name of the relevant practitioner or member of staff, if known;
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a clear description of your concern;
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relevant correspondence or documentation;
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details of any action you have already taken to resolve the matter;
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the outcome you are seeking, if applicable.
Please provide only information that is necessary and relevant.
Confidentiality and Information Sharing
We will handle complaints sensitively and in accordance with applicable data protection and confidentiality requirements.
Information will be shared only where there is an appropriate lawful basis and where sharing is necessary and proportionate.
In cases involving children, domestic abuse or safeguarding, confidentiality may need to be balanced against the need to protect children and adults from harm.
Professionals should be aware that information provided to us may need to be considered alongside information already held within the case record.
We will not normally disclose confidential information about another person simply because a complaint has been made.
Our Complaints Procedure
We aim to acknowledge complaints promptly.
The complaint will normally be:
Step 1 – Acknowledged
We will confirm receipt of the complaint and, where appropriate, explain what will happen next.
Step 2 – Assessed
We will consider:
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the nature and seriousness of the concern;
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whether there are safeguarding or immediate risk issues;
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whether another process is more appropriate;
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whether the matter can be resolved informally;
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who should investigate the complaint.
Step 3 – Investigated
The investigation will be proportionate to the nature and seriousness of the concern.
This may involve:
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reviewing case records;
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reviewing reports or correspondence;
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speaking with relevant staff or practitioners;
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seeking clarification from the complainant;
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considering relevant policies, procedures or professional standards;
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obtaining independent advice where appropriate.
Step 4 – Responded to
We will provide a written response explaining, where appropriate:
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what was investigated;
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the outcome;
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what we found;
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whether the complaint was upheld, partially upheld or not upheld;
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any action we intend to take;
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any learning identified.
We will respect appropriate confidentiality when responding.
This means that we may not be able to provide information about employment, disciplinary or other confidential actions taken in relation to an individual.
Timescales
We aim to deal with complaints as promptly as possible.
Our target timescales are:
Acknowledgement - Within 5 working days
Initial assessment - Within 10 working days
Substantive response - Normally within 20 working days
Some complaints may require additional time because of their complexity, the need to obtain information, safeguarding considerations or the involvement of external parties.
If additional time is required, we will keep the complainant informed.
Safeguarding and Immediate Risk Concerns
Complaints should not be used as a substitute for making an urgent safeguarding referral.
If your concern indicates that:
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a child may be at immediate risk;
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an adult may be at immediate risk;
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there is a risk of serious harm;
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information requires urgent action by another agency;
you should follow your own organisation's safeguarding and risk-management procedures immediately.
Where appropriate, you should also contact the relevant local authority safeguarding service, police or emergency service.
You should not wait for DVACT-PAI to complete its complaints process before taking action to protect a child or adult.
Where a safeguarding concern is also raised as a complaint, we may manage the safeguarding element separately from the complaints process.
What If I Am Not Satisfied With the Response?
If you remain dissatisfied, you may request that the complaint is reviewed.
Your request should explain:
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which aspects of the response you remain dissatisfied with;
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why you believe the response was inadequate;
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any additional relevant information;
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what you would like to happen.
Requests for review should normally be made within 20 working days of receiving the response.
The review will, where reasonably practicable, be undertaken by someone who was not directly responsible for the original investigation.
The review may:
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confirm the original outcome;
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amend the outcome;
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identify additional actions;
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recommend further investigation;
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identify learning or service improvements.
Compliments and Positive Feedback
We also welcome compliments and positive feedback.
Professionals may wish to tell us when:
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a practitioner has provided an excellent service;
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an assessment has been particularly helpful;
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communication has been effective;
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a programme has supported positive change;
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our service has helped a child or family;
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a member of staff has demonstrated professionalism or compassion;
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a colleague has gone above and beyond expectations.
Positive feedback is valuable to our organisation and to our staff.
With permission, we may use anonymised feedback to:
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recognise staff contributions;
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improve morale;
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demonstrate the impact of our service;
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identify good practice;
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inform training and development;
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support quality assurance and service improvement.
We will not publish identifiable information about a child, parent or family without an appropriate lawful basis and, where required, consent.
Compliments and Positive Feedback
Compliments can be sent to:
Compliments and Feedback Lead
Barbara Newman
info.pai@dvact.org
0203 9678368
You can simply tell us:
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what happened;
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who was involved;
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why you found the service helpful;
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the difference it made.
You do not need to provide a lengthy written statement.
What We Do With Complaints and Compliments
Complaints and compliments are an important part of our quality assurance arrangements.
We will look for themes and trends rather than considering each complaint in isolation.
Information may be used to identify:
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recurring concerns;
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training needs;
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improvements to assessment processes;
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improvements to communication;
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safeguarding learning;
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policy or procedural changes;
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good practice;
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opportunities to improve services for children and families.
Where appropriate, learning will be reported to senior management and/or the organisation's governance arrangements.
Personal information will be handled appropriately when complaints and compliments are reviewed for learning purposes.