Feedback & complaints
Our complaints procedure
We take all feedback seriously. Here is how to raise a concern and what you can expect from us.
We aim to deliver the highest possible standard of care and support. However, we recognise that things can go wrong. We view complaints as a valuable opportunity to listen, learn, and improve.
You will never be treated less favourably for raising a concern or making a complaint.
Informal resolution
⏱ Up to 5 working days
If you have a concern, please first speak with the member of staff involved or their line manager. Many concerns can be resolved quickly and informally at this stage, without the need for a formal process.
Formal written complaint
⏱ Acknowledged within 3 working days; full response within 20 working days
If your concern cannot be resolved informally, or if you prefer to make a formal complaint from the outset, please submit your complaint in writing to:
CareCottage Support Ltd Email: info@carecottagesupport.co.uk
To help us investigate promptly, please include:
- Your full name and contact details
- The name of the person whose care is the subject of the complaint (if different)
- A clear description of your complaint and the events that occurred
- The dates and names of any individuals involved
- What outcome you are seeking
- Any supporting documentation
We will acknowledge your complaint within 3 working days. We aim to provide a full written response within 20 working days. If we need longer, we will write to explain the reason and give a revised timescale.
Escalation to an independent body
⏱ After receiving our Stage 2 response
If you remain dissatisfied after receiving our Stage 2 response, you may escalate your complaint to an appropriate independent body:
Care Quality Commission (CQC)
The independent regulator of health and social care in England. You can share feedback or concerns about a registered care provider.
Local Government and Social Care Ombudsman (LGSCO)
For complaints about adult social care services, including those arranged or funded by a local authority.
Need help making your complaint?
If you need support to make your complaint — for example, due to a disability, language barrier, or communication need — please let us know and we will do our best to help. You are also welcome to have a friend, family member, or advocate assist you.
Independent advocacy support may be available in your area. Contact your local authority or the Seap independent advocacy service for more information.