Complaints and Feedback

We are committed to providing high-quality, professionally delivered support — and to learning when something has not met expectations.

Listening, learning and responding.

We are committed to providing high-quality, professionally delivered support.

If something has not met expectations, we want to understand why.

Feedback helps us learn, improve and ensure the support we provide continues to meet the standards we set for ourselves.

If you have a concern.

Where possible, we encourage concerns to be raised directly with the individual or team involved in the first instance. Many concerns can be resolved quickly through open discussion and clarification.

If this is not appropriate, or if the issue remains unresolved, concerns can be escalated through our formal complaints process.

Making a formal complaint.

Formal complaints should be submitted in writing and include:

Your name and contact details
Details of the concern
Relevant dates or information
Any steps already taken to resolve the matter

Email Email us

What happens next.

We will

Acknowledge receipt of your complaint
Review the information provided
Conduct any necessary enquiries
Respond within a reasonable timeframe
Keep you informed where further investigation is required

Where concerns relate to professional practice, safeguarding or governance matters, they will be reviewed through the appropriate governance processes.

Not all feedback is a complaint.

We also welcome feedback about what has worked well.

Understanding the impact of our work helps us continue developing services that are useful, relevant and responsive to the organisations and people we support.

Share feedback

Questions about our complaints process?

If you would like to discuss a concern or understand more about our complaints process, please get in touch.

We welcome feedback.