Acknowledgement
We aim to acknowledge a formal complaint within three working days and identify the person handling it.
Complaints and feedback
Tell us when something is not right.
You can raise a concern without fear that it will affect the support you receive. We will listen, respond and use learning to improve.
Is someone at immediate risk?
Do not wait for the complaints process. Call 999 in an emergency. For a safeguarding concern, follow the routes on our safeguarding page.
Who can raise a complaint
A person we support, family member, advocate, representative, professional or member of the public can raise a concern or complaint. You can ask someone to help you communicate with us.
How to contact us
- Online: submit a secure enquiry and explain that it is a complaint or compliment in the message
- Phone: 01753 206780
Include what happened, when and where, who was involved, what outcome you are seeking and how you want us to communicate with you. Do not send sensitive documents until we agree a suitable route.
What happens next
Review or investigation
We will consider the evidence, speak with relevant people and take immediate action if safety is involved.
Written response
We aim to provide a response within 20 working days. If the matter is complex, we will explain why more time is needed and give a revised date.
Further review
If you remain dissatisfied, ask for a senior review. If another organisation commissioned or oversees the service, you may also use its complaints route.
Independent routes
Depending on how support is arranged, you may be able to contact the relevant local authority, NHS body, commissioner or the Local Government and Social Care Ombudsman. We will explain which route applies.
Compliments and suggestions
We also welcome compliments and practical suggestions. Positive and critical feedback both help us understand what matters to people.