Complaints & Feedback Policy

Complaints & Feedback Policy

Last updated: August 2025

At The First Glimpse, we are committed to providing the highest standard of care in a safe, supportive, and compassionate environment. We welcome all feedback — both compliments and concerns — as it helps us celebrate what we do well and continuously improve the experience we offer.

1. Purpose

This policy outlines how clients, families, and visitors can share compliments, feedback, or raise complaints. Our aims are to:

• Listen with empathy, respect, and openness
• Recognise and celebrate good practice
• Resolve issues promptly, fairly, and transparently
• Learn from all feedback to enhance our care and service

2. How to Share Feedback or Make a Complaint

You can contact us in the following ways:

• In person – Speak to Nikki or a member of staff
• By phone – 07356 240920
• By post – The First Glimpse, 3 France Hill, Honley
• By email – info@thefirstglimpse.co.uk
• Online – Reviews and messages via our social media pages

We encourage you to share your thoughts as soon as possible so we can respond effectively and promptly.

3. What Happens When You Make a Complaint

Your complaint will be acknowledged within 3 working days

A full investigation will be carried out by Nikki (Registered Manager)

We aim to respond in writing within 20 working days

If more time is needed, we will keep you updated on our progress

4. Complaint Outcomes

If we identify mistakes or areas of concern, we will:

• Offer a sincere apology
• Explain what happened and why
• Take appropriate action to resolve the issue
• Make changes to prevent future recurrence, where relevant

5. Compliments and Positive Feedback

Positive feedback is shared with our team to recognise good practice and celebrate achievements. With your consent, we may share testimonials or kind words on our website or social media to help others feel confident in our care.

6. Learning from All Feedback

Whether it’s a suggestion, concern, or compliment, all feedback is reviewed regularly in team meetings. Constructive insights may be anonymised and used in audits, training, or service development.

7. Confidentiality

All feedback and complaints are handled with strict confidentiality. Only those directly involved in managing the issue will have access to the information.

8. If You're Not Satisfied

If you remain unhappy with our response to a complaint, you can escalate it to:

Care Quality Commission (CQC)

Website: www.cqc.org.uk](http://www.cqc.org.uk

Phone: 03000 616161

You may also seek independent advice from:

• Citizens Advice Bureau
• Parliamentary and Health Service Ombudsman (if applicable)

Every voice matters. Whether you're sharing a special moment or expressing concern, your feedback helps us continue nurturing new beginnings with care, compassion, and commitment.