Choose the right route
Immediate danger
Quality And Safety
Tell us what is working, what is not and what needs to change
Feedback is part of accountable care. You can raise a complaint, share a concern, suggest an improvement or recognise good practice. Using the complaints process should not reduce the care or respect a person receives.
Who we help
People receiving care, families, representatives, professionals, staff and the public
Call 999. Do not submit a website form.
Safeguarding concern
Use the safeguarding route where there may be abuse, neglect, exploitation or serious harm.
Complaint
Use the complaint route where you are dissatisfied with care, communication, staff conduct, records, reliability, decisions or how a previous concern was handled.
Compliment or suggestion
Tell us what worked well, recognise a staff member or suggest an improvement.
Making a complaint
You can complain verbally, in writing, online, by email or through a representative. Explain what happened, when, who was affected and what outcome you are seeking. You do not need to use formal language or know which policy applies.
What happens next
The form gives immediate confirmation. A personal acknowledgement is provided within two working days. The complaint is screened for urgent safety or safeguarding, assigned to an appropriate owner, investigated and responded to with the outcome, reasons and any learning or action.
Fairness and independence
A person directly involved in the complaint should not control the investigation. Where the Registered Manager is implicated, the matter is routed to the Nominated Individual or another appropriate senior route.
Keeping you informed
The acknowledgement explains the expected investigation timescale and contact. If more time is needed, we provide an update rather than leaving the complainant without information.
External escalation
The final response explains relevant external routes, which may include the commissioner, local authority, Local Government and Social Care Ombudsman, Parliamentary and Health Service Ombudsman, CQC for information, or another body depending on the issue.
Compliments and public use
A compliment is not automatically a testimonial. We ask separately before publishing any quotation, name, image or care-related information. Refusing publication does not affect how the feedback is valued.
Answers
Frequently asked questions.
Can I complain anonymously?+
Yes. It may limit our ability to clarify or provide an outcome, but the concern will still be considered.
Can someone complain for me?+
Yes, with your agreement or appropriate authority. We may need to confirm representation and information-sharing rights.
Will the care worker be told?+
Relevant people may need to respond to the facts. Information is shared fairly and proportionately, and immediate safety is protected.
Can I send evidence?+
Yes, through the secure upload route where relevant. Do not send unnecessary personal information.
What if I remain dissatisfied?+
The final response explains the review or external escalation options that apply to the complaint.
Next step