Complaints
SCRA values complaints as they provide helpful and vital feedback. By recording and using complaints information, we can identify and address the causes of complaints and, where appropriate, identify training opportunities and introduce service improvements.
If you would prefer to provide feedback, rather than make a formal complaint, you can complete this electronic form or email us.
SCRA implemented the Child Friendly Complaints Handling Process Guidance on 16 July 2024. Incorporating this best practice guidance will allow us to deliver our Complaint Handling Procedure in a way that meets children’s rights under the United Nations Convention on the Rights of the Child (UNCRC.)
Our complaints procedure
Complaints – an easy read guide
Complaints - at a glance
What is a complaint and who can make one?
You may wish to complain about any matter relating to the work or staff of the SCRA, including:
- Decisions made by SCRA staff
- The actions or behaviour of SCRA staff
- The time taken to deal with any matter
- The property or facilities provided by SCRA
Information for children and young people who want to make a complaint can be found in the children and young people section of our website. You can also watch a BSL video which includes sub titles and audio.
You can make a complaint:
- In person
- By completing our complaints form. Hard copies are available in SCRA offices or a pdf version (you can print it off to complete) is available.
- Online – form for children, form for young people, form for parents/carers
- By email
- By writing to us (see Who do I contact section)
- By having someone contact us on your behalf
What do I include in my complaint?
It will help us to respond to your complaint if you can tell us:
- What you think has gone wrong
- What you would like us to do about it
- Details of any previous contacts or correspondence with us about your complaint
- A daytime telephone number
- The address and postcode to which we should send a reply
If it is possible for us to resolve your complaint at first contact the complaint will be recorded as being dealt with. If not, the complaint will be recorded and referred to the appropriate line manager for investigation.
How long will it take for my complaint to be investigated?
SCRA will always try to resolve a complaint at the initial point of contact if possible. If a complaint is complex or requires a detailed investigation, it may take longer to resolve. If this is the case, your complaint will be acknowledged within three working days and you will receive a full response to your complaint within 20 working days.
However, very occasionally and in extremely complex cases, it may be necessary to take longer than this to ensure that your complaint is fully investigated e.g. if someone who we need to speak to is not available. If this happens we will write to you to tell you this.
What if I am not happy with the outcome of my complaint?
If you are not happy with the outcome of your complaint see the Complaints review section of our website.
Other complaints
We will regard information from any person that wishes to complain about any of the issues above as a valid complaint. See Other complaints for examples of complaints SCRA cannot deal with.
Top Tips
Need some help and advice? Check out our 10 top tips for making a complaint to SCRA. From asking for help, taking notes and remember making a complaint isn’t a bad thing.
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