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If our work has fallen short, we would rather hear it from you than from anyone else. This process is short on purpose, and every complaint is read by a director. Telling us what went wrong helps us put it right and improve how we work.
Email [email protected] with the word complaint in the subject line, or phone 020 3856 8549 and say you want to raise a complaint. Tell us what happened, when, who was involved and what outcome you are looking for.
You will get an acknowledgement within two working days confirming who is looking into it. That person will not be the person your complaint is about.
A written response follows within 20 working days. If a complaint is complex and needs longer, we will tell you why and give you a revised date.
If our response does not resolve things, you can ask for the matter to be reviewed by a director who has not been involved so far. We will confirm the review outcome in writing.
Where a complaint relates to a service we do not control, we will point you to the right body. Complaints about a care provider's regulated activity can be raised with the Care Quality Commission in England, or Ofsted for children's services. If your complaint concerns a payment dispute we cannot resolve between us, you may be able to refer it to an alternative dispute resolution scheme; we will tell you which one applies.
We log every complaint, look for patterns and review the process each year. We never treat anyone less favourably for raising a concern in good faith. Your feedback, positive or negative, is always welcome.