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Complaints Procedure
We welcome feedback and take every complaint seriously. Our complaints procedure ensures concerns are addressed promptly, fairly, and transparently — separate from our staff grievance process.
How to Raise a Complaint
Speak to your manager informally to try to resolve the issue
If unresolved, submit a formal written complaint to the office
Your complaint will be acknowledged within 3 working days
A full investigation will be completed within 20 working days
You will receive a written response with findings and actions taken
If you remain unsatisfied, you may escalate to the appeals process
What You Can Complain About
- Quality of care delivered
- Treatment by staff or management
- Scheduling or rota issues
- Communication failures
- Health and safety concerns
- Any other matter affecting your role or the people you support
Your Rights
You will never be penalised for raising a genuine complaint. All complaints are treated in confidence and investigated impartially. You may bring a colleague or trade union representative to any formal meeting.
External Bodies
- Care Quality Commission (CQC) — the independent regulator
- ACAS — for employment-related advice and conciliation
- Citizens Advice — for free, impartial guidance
- Your local authority safeguarding team — for concerns about vulnerable adults
Important
If your complaint relates to safeguarding or immediate risk of harm, do not wait for the formal process — report it to your manager or call 0330 016 4609 immediately.