Complaints Procedure

SHEBAHL SKILLS AND SUPPORT SERVICES

Last Updated: 01-March-2026

1. Our Commitment

At Shebahl Support Services Ltd, we are committed to delivering safe, high-quality, person-centred support. We take all concerns and complaints seriously and view them as opportunities to improve our services.

We aim to handle complaints promptly, fairly and transparently.

2. Who Can Make a Complaint

Complaints may be made by:

Young people and adults receiving our services
Parents, guardians or family members
Local authorities and partner agencies
Members of the public

Where appropriate, support will be provided to help individuals raise concerns safely.

3. How to Make a Complaint

Complaints can be submitted:

By email: beatrice@shebahlskillsandsupport.org.uk
In writing: 68 Robin Hood Way, Greenford, Middlesex, UB6 7QN

Please include:

Your name and contact details
Details of your concern
Dates and any relevant information

4. What Happens Next

We will:

Acknowledge receipt within 7 working days
Investigate the concern thoroughly
Provide a written response within 20 working days (where possible)

If additional time is required, we will inform you.

5. Escalation

If a complaint involves a safeguarding matter, it will be prioritised and managed in accordance with our Safeguarding Policy and statutory guidance.