Complaints and Feedback
How to raise a concern, how we respond, and your right to escalate.
Last updated: [CONFIRM date]
We take every concern seriously
We are committed to providing the best possible care, and we take any concern seriously. Your feedback helps us put things right and improve. You will never be treated differently for raising a concern.
How to raise a concern
Talk to your carer or coordinator, call us on 01952 948 660, email [CONFIRM], or write to us at 18 Holt Coppice, Bratton, Telford, TF5 0DB. You can also use the short form below.
How we handle complaints
We acknowledge your complaint within a set number of working days, look into it fairly, and respond with the outcome within our published timescale.
[CLIENT TO SUPPLY complaints procedure timescales]
If you are not satisfied
You can ask us to review the outcome. You also have the right to contact external bodies:
- The Local Government and Social Care Ombudsman (lgo.org.uk) for social care complaints.
- The Care Quality Commission (cqc.org.uk) to share concerns about care quality. The CQC does not investigate individual complaints but uses information to inform inspections.
[CONFIRM any funder or local authority route]
Compliments and feedback
We love to hear what is going well too. Please use the form below to share a compliment or general feedback.
Contact
Email [CONFIRM], phone 01952 948 660.