Complaints

How to raise a concern

You can raise a concern or complaint by emailing info@communitycarepartners.co.uk with 'Complaint' in the subject line, or by writing to us. Tell us what happened, when, and what you'd like us to do. If you need help making a complaint — for example because of language, disability or literacy — let us know and we'll support you.

You can complain on behalf of someone else with their consent, or if you have legal authority to act for them.

What happens next

We'll acknowledge your complaint within three working days and tell you who is handling it. We'll investigate fairly and aim to give you a full response within 28 days — if it takes longer, we'll explain why and keep you updated.

Complaints are handled by someone not directly involved in the matter, and we keep a clear record of what we find and what we change as a result.

If you're not satisfied

If you're unhappy with our response, you can ask for it to be reviewed by a Director. Once our care services are CQC-registered, you will also be able to raise concerns with the Care Quality Commission, and with the Local Government and Social Care Ombudsman about publicly funded care.

Our promise

Raising a complaint will never affect the care or service you receive. We treat complaints as an opportunity to learn, and we share lessons across the whole team.