How to raise a complaint or concern

We want to hear from you

If you're unhappy with any aspect of the service we've provided, or you have a concern about your child's care, please tell us. Most issues can be resolved quickly with a direct conversation. We take every complaint seriously and use them to improve our practice.

How to contact us

• Email: complaints@sensphere.co.uk
• Phone: 07931 704177
• Post: Sensphere Ltd, 66 Paul Street, London, England, United Kingdom EC2A 4NA

Report a data protection concern

If your concern is specifically about how we've collected, used or protected your personal data, you can raise it here. We'll acknowledge it by email with a reference number the same day.

What happens next

• We'll acknowledge your complaint within 3 working days.
• We'll aim to resolve it within 20 working days. If a complaint is more complex, we'll update you on progress and explain why more time is needed.
• You'll receive a written response setting out what we've found, what we'll change, and what your options are if you remain unhappy.

Escalating outside Sensphere

If you're not satisfied with our response, you can escalate to:

Safeguarding concerns

If you have an immediate safeguarding concern about a child's welfare, contact your local authority's children's social care team or call 999 if a child is at immediate risk. You can also contact our designated safeguarding lead, Cherif Larbaoui, at safeguarding@sensphere.co.uk.