Complaints Procedure
Last updated: August 2026
We are committed to providing high-quality care. If something is not right, we want to know so we can put it right. Please review these steps with the client and confirm the named contact and timescales before launch.
Raising a concern
If you have a concern about any aspect of our care, please contact us as soon as possible using the details on our contact page, or call us on 01302 870 161. Many concerns can be resolved quickly and informally by talking to us.
Making a formal complaint
If you would like to make a formal complaint, please let us know. We will acknowledge your complaint, look into it carefully and fairly, and respond to you.
If you are still not satisfied
If you remain unhappy after we have responded, you can raise your concern with the Care Quality Commission (CQC), the independent regulator of health and social care in England, or with your local government and social care ombudsman where applicable.
Safeguarding concerns
If your concern relates to someone’s safety, please see our safeguarding statement. In an emergency, always call 999.