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Concerns and complaints

We aim to provide the best possible service at all times. If something does not meet your expectations, we want to hear from you.

We will treat all concerns and complaints seriously, fairly and in confidence.

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Our approach

We aim to resolve concerns as quickly as possible. Where this is not possible, concerns and complaints will be fully investigated and we will keep you informed throughout.

We are committed to being open and transparent and to learning from any issues raised, in line with Duty of Candour guidance.

What happens next

If your concern can be resolved quickly:

  • A member of staff or manager will contact you
  • The outcome will be agreed with you
  • The concern will be recorded and reviewed

If further investigation is needed:

  • Your concern will be formally logged
  • You will receive an initial response within 2 working days
  • An investigation will be carried out
  • You will receive an outcome within 14 working days
  • Any learning will be recorded and acted upon

Appeals

If you are not satisfied with the outcome, you can ask for your complaint to be reviewed by a more senior member of staff, up to and including the Chief Executive and Chair of the Board of Trustees.

Our commitment

We review and analyse all concerns and complaints to improve our services. Learning is shared across the organisation and reported through our governance processes.

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