Speak up
Complaints.
Tell us when something has gone wrong so we can address it fairly.
Published: 23 September 2026
How to complain
Young people, parents and carers, referrers, partners and members of the public can email complaints@fentro.org.uk. You can also ask someone you trust to contact us on your behalf. Tell us what happened, when it happened, what you would like us to do, and a safe way to contact you. Share only the personal information needed at this stage.
What happens next
We aim to acknowledge your complaint within five working days and give a written response within 20 working days. If we need longer, we will explain why and give you an expected date. We will listen to those involved, keep a factual record, and tell you the outcome and any action we can share. We will treat you fairly and will not disadvantage you for raising a concern.
If you are unhappy with our response
Reply to complaints@fentro.org.uk within 20 working days and ask for a review by a director who was not involved in the original decision. We aim to acknowledge the review within five working days and respond within 20 working days. If that is not possible because of a conflict of interest, we will explain how independent advice or an external route can be used.
Complaints about a director
Mark your email “Confidential, for the other director” and name the director concerned. Fentro will restrict access to the complaint and arrange for an uninvolved director to handle it. If you do not feel safe using Fentro’s complaints inbox, you may contact the appropriate statutory agency directly. If the matter is about safeguarding, use the route below.
Safeguarding and urgent concerns
If someone is in immediate danger or a crime is taking place, call 999. For a safeguarding concern, contact safeguarding@fentro.org.uk or the relevant local authority safeguarding service, and read our Safeguarding Policy · Complaints. Do not wait for the complaints timetable where somebody may be at risk.
Privacy
We share complaint details only with people who need them to investigate, resolve the issue or protect someone. We may need to share information with statutory agencies where necessary. See our Privacy Policy for your data rights and retention information. For a complaint about how we handle personal information, you may also contact the Information Commissioner’s Office.