If something isn't right,
we want to know.

How to raise a concern

Most issues can be sorted with a quick phone call. If you're not happy with any aspect of our service, please inform the office immediately — that gives us the best chance to put things right quickly.

You can also put your complaint in writing, in person, or by email. Whatever feels easiest. We will make an immediate record of your complaint in all cases.

What happens next

Once you've contacted us, this is what you can expect:

1. An immediate record of your complaint will be made. Nothing gets lost or forgotten.
2. An acknowledgement within 3 working days, so you know your complaint has been received and is being looked at.
3. An investigation by the Registered Manager (Charlotte), or by someone independent if your complaint is about Charlotte directly.
4. A full written response within 28 days, explaining what we found, what (if anything) went wrong, and what we'll do about it.
5. Lessons learned are shared with the team and used to improve how we work.

Compliments and positive feedback

We love hearing when things go well. If a member of our team has gone above and beyond, please tell us — we make sure positive feedback gets to the person who earned it, and we share it with the wider team. It matters.

Our commitment

We treat every complaint as an opportunity to do better. We don't get defensive, we don't make excuses, and we don't ignore feedback we don't want to hear. Good governance means recognising our accountability, acting on what we learn, and being honest and open in seeking the best possible outcomes for the people we care for.