Complaints and feedback
Website draft · Last reviewed August 2026
This page sets out a clear public framework. Confirmed contacts, response times, escalation routes and any regulator-specific requirements must be added to the operational complaints procedure before service delivery.
We want to hear concerns
Feedback can identify where communication, conduct or service arrangements have not met reasonable expectations. Raising a concern should not negatively affect the support a person receives.
How concerns should be handled
- Acknowledge the concern and explain the next step.
- Identify any immediate safety or safeguarding issue.
- Review the relevant facts fairly and confidentially.
- Keep the person informed of progress.
- Explain the outcome, learning and any corrective action that can be shared.
How to make a complaint
Once confirmed, complaints may be accepted by telephone, email or post, and support should be available for people who need help communicating their concern. The designated complaints contact and response timeframes will be published here.
Urgent safety concerns
A complaint channel is not an emergency service. Where someone is in immediate danger or needs urgent medical assistance, contact the appropriate emergency service.