HAF Complaints procedure

Who can make a complaint or raise a concern?

Parents or carers of children that are registered at the HAF provider. Any person, including members of the public, may make a complaint about any provision of facilities or services that we provide.  It is in everyone’s interest that concerns, and complaints are resolved at the earliest possible stage. Many issues can be resolved informally, without the need to use the formal stages of the complaint's procedure. However, Walsall HAF team takes concerns and complaints seriously and will make every effort to resolve the matter as quickly as possible. 

How to raise a concern or make a complaint

A concern or complaint can be made in person (by appointment), in writing or by telephone to the HAF team 

If complaining by writing:

Please email WR4C@walsall.gov.uk and Walsall HAF team will respond to your email within 24 hours to confirm we have received your concern or complaint and gather further information to investigate. We will provide feedback within 5 working days via email and confirm your concern / complaint has been resolved.

If complaining by telephone:

Please call 01922 653899. Phone lines open Monday - Friday 10am - 4pm

A member of the HAF team will take information regarding your concern or complaint to investigate and request your contact information so we can provide you with feedback.

We will provide feedback within 5 working days and confirm your concern / complaint has been resolved via telephone of email

If a complaint is still not resolved, Walsall HAF team will offer an appointment with the HAF manager to discuss the complaint verbally.