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 can call us, email us, or tell any member of staff. You do not need to put it in writing, and you can ask someone else to complain on your behalf.
What happens next
- We acknowledge it
- An initial response within 3 working days.
- We look into it
- We investigate what happened and talk to the people involved.
- We give you an answer
- A final response within 28 days, telling you what we found and what we are changing.
If you are not happy with our answer
Our full complaints policy sets out the escalation route in detail, including who reviews the decision.
You can also contact the Local Government and Social Care Ombudsman, which reviews adult social care complaints in England once the provider has had a chance to respond.
The Care Quality Commission does not investigate individual complaints, but it does want to hear about concerns, and it uses what it is told when it inspects.
Suggestions and compliments
The same address takes suggestions and compliments. If a carer has done something well, telling us means we can tell them.