Complaints Procedure

Talk to us first

Most concerns can be resolved quickly by talking to the person supporting you or their manager. You can raise a concern by phone, in writing, or through our contact page. You can ask someone else — a family member, friend, advocate or social worker — to raise it on your behalf.

Making a formal complaint

If a concern is not resolved, or you would prefer to make a formal complaint, please contact us and mark it clearly as a complaint. Please tell us what happened, when, who was involved, and what you would like to happen.

We will acknowledge your complaint within 3 working days and send a full written response within 20 working days. If the investigation needs longer, we will tell you why and when to expect a reply.

If you are still not satisfied

You can ask for your complaint to be reviewed by a director of the company. We will confirm the outcome in writing within 20 working days.

If you remain unhappy, you can raise the matter with the local authority that funds your support, with the Local Government and Social Care Ombudsman (for adult social care matters), or with the Regulator of Community Interest Companies where the concern relates to our CIC status.

Compliments and feedback

We also want to hear what is working well. Feedback — positive or otherwise — is reviewed at management level and shapes how we develop the service.

Keeping you informed

Throughout any complaint we will keep you updated on progress, explain decisions in plain English, and tell you what we will change as a result.