Complaints & feedback

Your experience helps us improve

We welcome complaints, concerns, compliments and suggestions. Raising a concern will not affect the care or respect a person receives.

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We acknowledge

We confirm receipt, normally within three working days, and explain what happens next.

We investigate

A suitable person reviews the facts, records and people involved without avoidable delay.

We respond

We explain our findings, conclusions and any action or learning. Timescales depend on complexity and will be communicated.

We follow up

We check whether the response addressed the concern and record improvements and outstanding actions.

How to contact us

Speak to any member of the team, email [email protected], write to our registered address, or use the contact form. Complaints may be made by a representative or anonymously, although anonymity can limit what we are able to investigate or report back.

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Need help communicating?

Tell us if information is needed in another language or format, or if you would like support from a representative, interpreter or advocate.

If you remain dissatisfied

After we have had a reasonable opportunity to investigate and provide our final response, complaints about adult social care may be referred to the Local Government and Social Care Ombudsman ↗. You may also share information about a care service with CQC ↗, although CQC does not normally resolve individual complaints on your behalf.