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Complaints Procedure

If you are unhappy with any aspect of our service, please tell us as soon as possible. We take every complaint seriously and aim to resolve concerns quickly and fairly, whether raised by a client, a family member or a member of staff.

How to raise a complaint

You can raise a complaint in any of these ways:

What happens next

We will acknowledge your complaint promptly and look into what happened. We will keep you informed while we investigate, and let you know the outcome along with any action we are taking. Where a complaint relates to the care someone is receiving, we will also review whether any changes to their care plan are needed.

If you are not satisfied with our response

If you feel your complaint has not been resolved to your satisfaction, you can refer the matter to the Care Quality Commission, the independent regulator for health and social care in England.

If your care is arranged or funded by a local authority or the NHS, you may also be able to raise a complaint directly with them, or with the Local Government and Social Care Ombudsman.