⟡ “We Flagged Harm. They Filed It as Admin.” ⟡
Westminster Service Manager Forwards Urgent Health and Safeguarding Complaint to Complaints Team, Ignoring Disability and Risk Disclosure
Filed: 18 February 2025
Reference: SWANK/WCC/EMAIL-08
📎 Download PDF – 2025-02-18_SWANK_Email_FionaDiasSaxena_ReferralToComplaints_UrgentHealthDisclosure.pdf
Summary: Fiona Dias-Saxena responds to Polly Chromatic’s urgent safeguarding and health complaint by referring the matter to Westminster’s complaints department — no clinical action or risk intervention followed.
I. What Happened
On 17 February 2025, Polly Chromatic submitted a letter titled “Urgent Concerns Regarding Health and Social Worker Conduct” to Sarah Newman and others.
On 18 February, Fiona Dias-Saxena replied:
“I have included your attached note to the Complaints Team to respond to you.”
She copied:
RBKC’s FCS Response Team
Kirsty Hornal (named in the complaint)
Sarah Newman (Director)
There is no mention of safeguarding reassessment, risk strategy, or communication adjustment.
II. What the Record Establishes
• Your urgent disclosure was downgraded to an administrative complaint
• The Service Manager acknowledged the letter but did not act on its contents
• Kirsty Hornal — the subject of the complaint — was cc’d without conflict check
• There was no escalation to clinical review, even though the email was cc’d to NHS (Philip Reid)
• This reinforces the claim that Westminster used the complaints route to suppress safeguarding failings
III. Why SWANK Logged It
Because sending a trauma disclosure to the complaints team is like sending smoke to a filing cabinet.
Because when risk is visible and ignored, it becomes institutional negligence.
Because this was a test — and they failed it by routing it to admin.
SWANK archives every time a safeguarding failure was disguised as bureaucracy.
IV. SWANK’s Position
We do not accept that urgent health risks belong in the complaints inbox.
We do not accept that cc’ing the named staff counts as due process.
We do not accept that emotional and medical distress is a filing category.
This wasn’t customer service. It was a duty of care failure.
And SWANK has the email to prove it.
⟡ This Dispatch Has Been Formally Archived by SWANK London Ltd. ⟡
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