Complaints

How to raise a concern or complaint and what happens next.

Complaints Process

Step 1: Tell us what happened

You can raise concerns informally with your coordinator or formally via our Contact form (choose Complaints). We will acknowledge within 2 working days.

Step 2: Investigation

A manager will review the details, speak with those involved, and keep you updated. We aim to resolve in 10 working days where possible.

Step 3: Outcome and next steps

We’ll share findings and actions taken. If you’re unhappy with the outcome you can request a review or contact the CQC/local authority.

Frequently Asked Questions

  • How do I make a complaint?

    Use the Contact form and select Complaints, or speak to your coordinator. We acknowledge within 2 working days.

  • What information should I include?

    Please include your name, contact details, what happened, dates/times, and preferred outcome.

  • How long will it take?

    We aim to resolve straightforward matters within 10 working days. Complex issues may take longer but we will keep you updated.

  • What if I’m not satisfied with the outcome?

    You can request an internal review. You also have the right to raise concerns with the local authority or the CQC.