Legal and policies
Complaints procedure
How to complain about this firm, who will look at it, and how long each stage takes.
Last updated: 4 September 2026
If we get it wrong
We would rather hear it from you than not. A complaint is not a difficult conversation to be managed — it is the fastest way for us to find out something we did not know.
How to complain
Tell us in whatever way is easiest: ring 020 3856 8549, email [email protected], or write to us at the registered office. It helps if you tell us what happened, when, who was involved and what you would like us to do about it — but do not wait until you can put it formally.
What happens then
- We acknowledge it within two working days.
- Someone not directly involved looks into it, and speaks to you if that would help.
- We respond in full within twenty working days, in writing, saying what we found, what we are doing about it and what we have changed.
- If you are not satisfied, you can ask for it to be reviewed by a director, who will respond within a further ten working days.
What we will not do
We will not treat you differently for having complained, and we will not ask you to keep the outcome confidential as a condition of resolving it.
This is our complaints procedure about us. If your complaint is about a care service, it should go to that provider and, if it is not resolved, to the local authority or the relevant regulator. If somebody is at immediate risk, contact the local authority safeguarding team or the police.