Complaints, concerns and speaking up safely

Children often mention worries casually before making a formal complaint. They may say something is unfair, that staff are not listening, that bullying is being ignored, that privacy has been breached or that they do not feel safe. Homes should treat these everyday comments seriously rather than waiting for a perfectly worded complaint.

Children must also know that complaining is allowed. If they expect staff to close ranks, remove privileges or become colder afterwards, they are unlikely to use complaints routes even when they need to. A safe complaints culture requires children to believe that speaking up will not make things worse for them.

Staff must not promise secrecy when a concern involves harm or risk. The safer approach is to explain calmly who may need to know, why the information must be shared and how the child will be supported through the next steps.

What helps children speak up more safely

• Clear information: children need simple, well-known routes for raising concerns.
• Low defensiveness: adults should avoid treating a complaint as a personal attack.
• Visible fairness: children must see that concerns are investigated and acted on.
• Support options: some children will need advocacy or practical help to complain.
• Protection from fallout: complaining should not reduce warmth or support from staff.

Children are more likely to raise concerns when the home proves that speaking up will be handled fairly and safely.