We welcome your feedback—whether it’s a concern (complaint), suggestion (comment), or praise (compliment). Your views help us improve and ensure we offer fair, high-quality services.
Complaint: When you’re unhappy with a service or experience.
Comment: A constructive suggestion about how we might improve.
Compliment: Praise for something done well.
Everyone who uses or interacts with our services—including you, carers, or representatives—can share feedback.
We aim to be accessible and flexible—choose the method that suits you:
Online or paper form (see Appendix A)
Email, letter, audio, video, or picture formats
Speak with a staff member who can help record your feedback in your preferred way
Support is available if you need it.
Speak directly with the staff or manager involved—this often resolves most concerns quickly.
If resolved, you’ll get a summary and confirmation in your accessible format.
If not, or if delayed, we can register it formally.
Submit your complaint in writing (or accessible format) to the relevant manager.
We acknowledge receipt within 5 working days.
A full response, including outcome and remedy or next steps, comes within 20 working days (maximum 40 working days)
If unsatisfied with Stage 2, you may request a written review by the Board within 30 days of our response.
This review examines whether your concerns were fairly considered—not a full reinvestigation.
After Stage 3, you can contact an independent body (e.g. Care Quality Commission, Charity Commission, Tower Hamlets Council) if still dissatisfied.
Clear, simple language free of jargon, with respectful and neutral tone
Confidential handling of complaints in line with current data protection laws (GDPR / DPA 2018)
Support if you have accessibility needs or vulnerabilities—adjustments will be made to help you engage with the process
No charge for submitting a complaint
Regular updates if our investigation takes longer than expected
You will receive written confirmation summarising the outcome and any next steps.
We will record the feedback centrally, excluding your personal data, and share anonymised insights internally to help improve our services.
You may ask a staff member to explain the procedure or assist in submitting feedback.
You may also seek external advocacy support (e.g. PALS, Citizens Advice) at any stage to help you articulate your concerns or understand your options
| What You Do | What Happens Next |
|---|---|
| Share your feedback in your preferred format | Informal attempt to resolve and summary provided |
| Submit a formal complaint in writing or accessible format | Acknowledge within 5 days, full response in 20 (or up to 40) days |
| Appeal to Board within 30 days | Board reviews fairness of process and response |
| Still unhappy after Stage 3 | You may escalate to an independent organisation |
We value your voice and are committed to treating your feedback seriously, transparently, and with respect.