Complaints Procedure

Submitting a Complaint
Complaints should be submitted in writing to: This email address is being protected from spambots. You need JavaScript enabled to view it.
Please include the complainant’s full name, date of birth, details of the concern, and relevant dates.

Acknowledgement
All complaints will be acknowledged within three (3) working days of receipt.

Investigation
Each complaint will be reviewed in a fair, proportionate, and timely manner, using the records held by the organisation and, where appropriate, information from staff previously involved in the care provided.

Response
A formal written response will be issued within thirty (30) working days.
Where additional time is required due to the complexity of the matter, the complainant will be informed of the reason for the delay and provided with a revised timeframe.

Outcome
The response will set out the findings of the investigation, any actions taken, and any learning identified.

Further Review and Escalation
If the complainant remains dissatisfied, they may request a further review.
They also have the right to refer the matter to the Parliamentary and Health Service Ombudsman:

Website: www.ombudsman.org.uk
Telephone: 0345 015 4033

Record Keeping
A record of all complaints and responses will be retained in accordance with applicable legal and regulatory requirements.