Make a Complaint

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We are sorry that you need to raise a complaint. You can use the contact options further down on this page to raise your complaint to the right person; which can be done by telephone, email, or posted letter. You can also raise your complaint in person to a member of our staff when they visit you.

If you prefer you can also raise a complaint with your Local Authority, the CQC or Local Government and Social Care Ombudsman.

We manage complaints in stages so people know what to expect:-

• Stage 1 – Acknowledgement and initial review: acknowledgement within 3 working days of receipt, confirming next steps and who is dealing with the complaint.
• Stage 2 – Investigation and response: we aim to complete the investigation and provide a written outcome within 20 working days of acknowledgement. We will provide progress updates at least every 7 working days during Stage 2, or sooner if there are significant developments.
• Stage 3 – Internal escalation review (if dissatisfied): an independent reviewer not previously involved in the investigation or the events complained of will review the complaint, the handling to date and the outcome, and will respond within 20 working days of the escalation request (or sooner where possible).
• Stage 4 – External escalation: If still dissatisfied after Stage 3, we will explain how to contact the Local Government and Social Care Ombudsman.