Skip to content
Call 01206 326555

Complaints and compliments

If something has gone wrong with your care, we want to know, so we can put it right. And if someone has looked after you well, we want to hear that too.

If someone is at risk of harm

In an emergency, call 999. If you are worried that someone is being abused or neglected, you can also contact the adult social care team at your local council.

How to make a complaint

You can complain in whichever way suits you:

You can complain on behalf of someone else, with their permission, and you can ask a friend, family member or advocate to help you. Making a complaint will not affect the care you receive.

To ask for a copy of our complaints procedure, email us or call the office.

If you are not satisfied with our answer

Local Government and Social Care Ombudsman

The Ombudsman looks at complaints about adult social care, whether you pay for it yourself or your council does, once you have given us the chance to respond. It is free and independent. Visit lgo.org.uk or call 0300 061 0614.

Your council

If your care is arranged and paid for by your council, you can also complain to the council.

If the NHS pays for your care

If your care is funded by the NHS, for example through NHS Continuing Healthcare, you can complain to the Integrated Care Board that pays for it. If you are still unhappy after that, you can go to the Parliamentary and Health Service Ombudsman at ombudsman.org.uk or on 0345 015 4033.

Care Quality Commission

The CQC regulates our service. It does not investigate individual complaints, but it wants to hear about your experience of care, good or bad, and uses what you tell it to decide when and where to inspect. Visit cqc.org.uk/give-feedback-on-care or call 03000 616161.

Compliments

If one of our team has made a difference, tell us. Call or email the office and let us know who it was and what they did.