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Making a complaint

It is OK to complain

We need to know what is wrong with our services.

Then we can try to make them better.

Making a complaint can help make things change for the better.

A complaint is when you speak up about something you do not like or are not happy about.

You can tell us in person.

You can tell us by phone.

You can tell us in writing.

We will take your complaint seriously.

We will help you get support to make your complaint, if you want us to.

We will deal with your complaint as quickly as we can.

We will make sure we understand the problem.

We will tell you what we are going to do within 10 working days after you make your complaint.

We always follow our rules on equal opportunities and confidentiality.

You can talk to someone you know and trust, such as a family member or a friend.

They can help you get in touch with us.

You can also talk to:

We can arrange a meeting or a phone call.

We will talk about what we will do.

After the meeting, you may still not be happy.

We can pass your complaint to the Local Government and Social Care Ombudsman.

This is a free and independent service.

Some complaints may be about someone being unsafe.

This is called safeguarding.

We deal with it slightly differently.

Clare Jones, Registered Manager

This guide was last checked on 15 September 2026.

Call, message or write. We are glad to answer questions from families, professionals and the people we support.