Last updated: September 2026
If something isn’t right, we want to know.
Telling us about a problem is not a nuisance, and it will never affect the support you receive. Most things can be sorted out quickly once we understand what has happened.
Tell us in whatever way is easiest
You can call us on 01702 593250, message us on WhatsApp, email [email protected], or use the contact form on this website.
You do not need to put it in writing, and you do not need to use the word “complaint”. Just tell us what happened.
If it is easier for someone else to contact us on your behalf, that is fine. That might be a family member, a friend, an advocate, a social worker or someone from your school or support team.
What we will do
We will acknowledge your complaint within 3 working days, so you know it has reached the right person.
We will look into what happened, speak to the people involved, and give you a full response within 28 calendar days.
If your complaint is particularly complex and we need longer than that, we will tell you why and give you a revised date for our full response. We will not quietly miss a deadline we have published.
What we will tell you
When we respond, we will explain what we found, what we are doing about it, and what happens next.
If we got something wrong, we will say so.
If you are not happy with our response
Please tell us. Sometimes it just means we have misunderstood something, and we would rather have another go at putting it right.
If you are still unhappy, you can take your complaint to the Local Government and Social Care Ombudsman. They are independent and free to use, and they can look at complaints about adult social care whether it is arranged by a council or paid for privately.
Local Government and Social Care Ombudsman
0300 061 0614
www.lgo.org.uk
You can go to the Ombudsman at any point, but they will usually ask you to give us a chance to respond first.
If someone is at risk
If you are worried that someone is being harmed, neglected or is at risk right now, please do not wait for a complaint to be looked into.
Contact your local council’s safeguarding team, or call 999 if someone is in immediate danger.
We also have a duty to report safeguarding concerns, and we will do that even if it has come to us as a complaint.
Feedback that isn’t a complaint
We would also like to hear when something has gone well, or when you have an idea about how we could do things better.
You can pass that on in the same way, and it does help us.