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Our complaints policy

Our complaints policy

We are continually striving to provide high quality service to every one of our customers. 

Customers are at the heart of everything we do and by listening to the people we care for, we will improve our services and continue to make them safer and more responsive. We will learn lessons that will benefit everyone – not only the people to whom we provide services, but our commissioners, our staff and all our other stakeholders. Sharing and learning from what our customers tell us will support our planning and the delivery of care in all our services and facilities.

You can provide your feedback – good or bad – quickly and easily through the feedback form on this site.

Making a complaint

If you are dissatisfied with any aspect of our service, you may wish to make a more formal complaint.

We take all the complaints we receive very seriously and do our best to work with our customers to sort them out as soon as possible after they are brought to our attention.

We ask that you give us the details of your complaint within 12 months of the incident, or within 12 months of you becoming aware of the problem. We will respond to your concerns considerately, quickly and as effectively as possible.

It spans three stages, though we are pleased to say that the majority of concerns raised can be resolved in the first stage.

Stage one: Local resolution

You can make a complaint:

  • verbally (in person or by phone)
  • in writing
  • electronically, for example, via email or text message
  • via online feedback channels.

We will contact you within three working days of receiving your complaint to find out how you would like it to be taken forward and investigated. We will also agree an appropriate timescale for our response. This response will tell you how we investigated the complaint, the evidence we considered, the conclusions we reached and any actions we have taken.

When we look at your complaint, we will aim to:

  • find out what happened
  • identify what went wrong
  • give you the opportunity to discuss the problem with those concerned   
  • ensure you receive an apology if one is due
  • identify what we can do to avoid similar issues in future 


It may be helpful for you to meet with the service manager and the team involved to discuss your concerns. If this is the case, we will arrange for this to happen at a time to suit you.

Making a complaint on someone else’s behalf

Complaints can be made on behalf of service users but must be made with their full consent. This is to comply with the Data Protection Act 1998 and Caldicott requirements. If consent is not received within 28 working days of the original complaint date it will be accepted that the customer does not give consent. Written confirmation will then be sent to the complainant that their complaint is being closed due to consent not being given.

Stage two: Internal review

If you are unhappy with the response you receive from stage one, your complaint will escalated within the division to the Director with responsibility for managing complaints. This person will appoint a complaint investigator who will review the stage 1 investigation, undertake any additional investigation and inform you of the outcome.

Stage three: External Ombudsman

Where Care UK fails to resolve the complaint, the complainant has the right to request external resolution by the appropriate Ombudsman or other supervisory service. This service can be provided by various organisations depending on the geographical location of the service i.e. England, Wales or Scotland, and the type of health or social care in question. Details of all external complaints services can be found in the Care UK complaints policy.

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