Complaints and Feedback

You can complain orally, in writing, through an authorised representative or by telephone on 0333 006 2393. Please explain what happened, who was affected and the outcome you would like, while avoiding unnecessary sensitive information in general website messages. We will provide a reasonable adjustment or accessible format where needed.

Diane Arroyo is Care Circle Ltd’s named complaints lead. We will acknowledge a complaint within three working days and offer to discuss the desired outcome, consent where a representative is involved, how the complaint will be handled and the expected response date.

We aim to issue a full written response within 20 working days. If that is not achievable, we will explain why before the target expires, provide a revised date where possible and update the complainant at least every 10 working days until the final response. This is Care Circle’s service target, not a universal statutory deadline.

The final response will explain the evidence considered, findings, any apology or remedy, actions and learning, the responsible owner and the relevant escalation route. Complaint themes and actions are used for reflective learning and ISO 9001 quality improvement. No person will be disadvantaged because they raised a concern.

Safeguarding, duty-of-candour, clinical-safety, data-breach or criminal concerns are identified and escalated immediately rather than waiting for the complaint investigation to finish. The correct external route depends on the service, contract and location; the final response will identify the relevant commissioner, ombudsman, regulator or information-rights route where applicable. Website forms are not an emergency channel; call 999 if someone is in immediate danger.