MFC Adoption has a Complaints Procedure, which is given to prospective and approved adopters. The agency welcomes complaints, comments and suggestions about services and recognises the vulnerability of users of the service and the need to resolve complaints as informally and early as possible. All complaints are dealt with seriously and details of the investigation, the conclusions reached and actions taken are kept on the relevant file. A summary of outcomes and action taken as a result of complaints is reported at 6 monthly intervals to the Management Group.

A record of any complaints against a member of staff, the investigation and the outcome is kept on their personnel file.

A simplified procedure is available for children and young people who can fill in a card, telephone, text or email. Children and Young People can also contact the Children's Rights Director.