We recognise and support the right of all service users to complain about the service, if necessary. There are no restrictions upon issues for complaint and we guarantee that no reprisal will be taken against anyone who complains. As detailed in our Complaints and Compliments Policy, our complaints procedure allows for both informal and formal resolution of complaints and all service users are supported to follow the procedure when making a complaint.

The stages and process of making a complaint, as detailed in our policy, give the complainant ample opportunity and information to discuss the matter with members of the team, up to the manager and the expected response times and methods. Ultimately, should the complainant still remain dissatisfied, they can contact the Commission for Social Care Inspection, the body responsible for the monitoring of our service, whose decision we will accept and implement. A written record of all complaints will be kept, including all outcomes.

It is always encouraging when someone is motivated enough to compliment a member of staff and the service. We openly welcome all compliments received and ensure they are passed on and recorded, as outlined in our policy.