Complaints and concerns
Last reviewed: 17 September 2026
Tell us if something is wrong
We want people to feel safe raising a concern. Complaining will not adversely affect the care or support a person receives. We will listen, respond respectfully and use complaints to improve.
How to complain
Contact the Registered Manager by telephone, email or post using the details below. Please explain what happened, who was involved, when it happened and what outcome you would like. You may ask a relative, advocate or representative to complain on your behalf.
What happens next
We will acknowledge the complaint, assess any immediate safety or safeguarding issue, identify who will investigate and explain when you can expect a response. Complex matters may take longer, but we will keep you informed.
If you remain dissatisfied
If your care was arranged or funded by a local authority or NHS organisation, you may also use that organisation’s complaints procedure. After completing the appropriate complaints process, eligible complaints may be referred to the Local Government and Social Care Ombudsman.
Local Government and Social Care Ombudsman
Care Quality Commission
The Care Quality Commission welcomes information about care services but does not normally resolve individual complaints. Information shared with CQC may inform its regulatory activity.
Immediate danger or abuse
Call 999 if someone is in immediate danger. Concerns about abuse or neglect may also need to be reported promptly to the relevant local safeguarding authority.