Complaints Procedure

We want to know when something is not right. Complaints help us improve, and raising one will never affect the care or support you receive.

How to complain

• Speak to your carer, support worker or their manager first if you feel able to
• Contact us by phone or through our Contact page
• Put your complaint in writing if you prefer

What happens next

We will acknowledge your complaint promptly, look into it fairly and keep you informed. When our investigation is complete we will explain what we found and what we will do about it.

If you are not satisfied

If you are unhappy with our response, you can contact the Local Government and Social Care Ombudsman (lgo.org.uk). You can also share your experience with the Care Quality Commission, our regulator, at any time through our CQC profile or cqc.org.uk.