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We always take complaints and concerns seriously, whether they originate from clients or staff. If things have gone wrong, we want to ensure we learn from them so that mistakes are not repeated in the future. We want our service to be the best it can be, so we would prefer to try to resolve any problems as they happen. Equally there will be times when clients may wish to offer praise and congratulations for the care they have received.

We ensure that all staff have training in handling complaints as part of their induction to ensure they understand how the complaints procedure should be applied and what their responsibilities are. The most important thing is for us to listen to the complaint or concern to make sure we fully understand what has been happening and for us to find out what the client wants to happen as a result.

We will engage with our broader client and funder base through community liaison events to seek their input in to service activity and delivery, and to understand how we can best approach tailored provision to meet their needs.