Complaints
Complaints, suggestions and compliments.
If something is wrong we want to hear about it. Telling us is how we put it right, and how we stop it happening to someone else.
How to raise a complaint
You do not need to put it in writing, and you can ask someone else to complain on your behalf.
Call us
020 7952 1480, answered 24 hours a day, including weekends and bank holidays.
Email us
Tell any of our staff
Your carer, or anyone in our office. They will make sure it reaches the right person.
What happens next
We acknowledge it
Within 3 working daysWe confirm we have your complaint and tell you who is looking into it.
We look into it
We find out what happened and talk to the people involved.
We give you an answer
Within 28 daysWe tell you what we found and what we are changing as a result.
If you are not happy with our answer
Our complaints policy sets out how to ask for our decision to be reviewed. Ask us for a copy. You can also go to either of these organisations.
Local Government and Social Care Ombudsman
Reviews complaints about adult social care in England, once we have had the chance to respond.
Go to the Ombudsman’s websiteCare Quality Commission
Does not investigate individual complaints, but wants to hear about concerns, and uses what it is told when it inspects.
Give feedback to the CQCSuggestions and compliments
The same phone number and email address take suggestions and compliments. If a carer has done something well, telling us means we can tell them.