Every voice matters.
Whether it is a compliment, a suggestion, or a concern, we welcome it — and we handle it with openness, respect, and a clear commitment to learn. Our procedure follows a transparent, four-stage pathway.
Raise it with us
Share your feedback or concern by phone, email, or in person. Complaints can be made by service users, families, representatives, professionals, or any member of the public — and anonymously if preferred.
We acknowledge
We acknowledge receipt within 3 working days and confirm who is handling your concern and what happens next.
We investigate
We investigate promptly, fairly, and confidentially — speaking with everyone involved and reviewing records where relevant.
We respond & learn
You receive a full written response within 28 working days, explaining our findings, an apology where due, and any changes we are making.
Share feedback or raise a concern
Contact our team by phone, email, or in person. We will acknowledge receipt within 3 working days.
If you are not satisfied with our response, you can escalate to the Local Government & Social Care Ombudsman (www.lgo.org.uk) or the Care Quality Commission (www.cqc.org.uk · 03000 616161).
Raise a concern