Making a complaint
We always aim to deliver excellent services, but sometimes we can get it wrong. If you tell us when we have made a mistake, or something has not met your expectations, it helps us to improve in the future.
When should you complain?
If at any time you are dissatisfied with the services you receive from us, we would like to know. It may be that you are unhappy with something we have done – or not done – or with the standard of a service.
All complaints we receive are monitored by our Service Improvement Manager and a team of residents, who use the information to identify any opportunities to improve existing services or provide new ones.
How can you make a complaint?
You can make a complaint using any of our normal contact methods, including:
- telephone 01296 732600
- by post, or in person at Fairfax House
- text 07786 203126
- minicom 01296 732640
Alternatively, you can complete our online complaint form »
If you are making a complaint on behalf of a resident, we will need them to sign a consent form before discussing details with you.
What will happen when you make a complaint?
Our Complaints leaflet explains what happens when we receive a complaint, and what to do if you feel your complaint is not resolved. Alternatively, you can read the Trust’s Complaints Procedure and Policy.
If you have any questions, please contact us.