Complaints & Compliments

We always welcome your feedback to help us provide better services for babies, children, young people and families and a better experiences for our supporters, funders and fundraisers.

When things go well we like to hear about it. If you wish to compliment a particular service, staff member or volunteer, please get in touch with us. Sometimes we might get things wrong. When this happens we want to know so we can try and put things right.

If you have a complaint what should you do?

Stage One: Start by talking to somebody at Children North East – the staff member or volunteer you know best. Take a friend or family member with you if you want to for support. The member of staff or volunteer will try and sort things out.

Stage Two: If you are still not happy, you can make a formal complaint. Write you complaint down, it only has to be a few words. Include your name and address. Address you communication to the Chief Executive via email to [email protected] or post to Children North East, 89 Denhill Park, Newcastle upon Tyne, NE15 6QE.

You will hear in seven days about what will happen next, and the Chief Executive will ask someone to come and talk to you about your complaint. They will then talk to everyone involved and write a report. The Chief Executive will consider the report and tell you what is going to happen.

Stage Three: If you feel your problem is still not resolved, contact the Chief Executive within 28 days and let them know. An Appeals Panel (an independent group of people) will be set up within 28 days and you will have the chance to meet with them and share your thoughts. You can take a friend or family member with you if you want to for support. The Panel will tell you their decision within 48 hours. Their decision is final.

Stage Four: If you unhappy with the decision and wish to pursue further action, you can contact the Charities Commission.