Make a complaint

We recognise that sometimes things can go wrong, and when this happens we would like to hear from you to put this right and learn from any mistakes. To continue to make improvements and provide a safe and quality service, we encourage, value, engage with and learn from all types of feedback.

Make a complaint

Other ways to make a complaint:

You can contact the complaints officer in a number of ways:

  • In person – through the service supporting you or at one of our offices
  • By phone – through the contact number of the service supporting you, or centrally at 0117 914 4214 (office hours, Monday to Friday)
  • Via email – to [email protected] or through the service/person you usually have contact with
  • In writing – Complaints Officer, Brunelcare Head Office, Saffron Gardens, Prospect Place, Bristol BS5 9FF (or through the service/person you usually have contact with
  • Social media – Through our social media pages
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Our approach to handling complaints

  • Stage 1

    As soon as the matter is logged as a complaint, we will do the following.

    • The Complaints Officer will send you a written acknowledgement letter within five working days.
    • Your complaint will then be investigated by a manager within the organisation who has the expertise and authority to resolve the problem where possible.
    • Aim to respond to your complaint within 10 working days of you receiving the acknowledgement letter. The investigation may take longer than 10 days in some cases and the Complaints Officer will let you know if this is the case. If you are not satisfied with the outcome or the way your complaint has been investigated, you can escalate your complaint to stage 2.

  • Stage 2

    • The Complaints Officer will support you and will send you a written acknowledgement letter within five working days of escalation.
    • Your complaint will then be investigated by a more Senior Manager within the organisation who is independent of the Stage 1 complaint.
    • We aim to respond to your complaint within 20 working days of the acknowledgement letter. The investigation may take longer than 20 days in some cases and the Complaints Officer will let you know if this is the case. If you do not agree with the response you get from our Stage 2 investigation, then you can ask the Housing Ombudsman to look at your case.

  • Contact the Housing Ombudsman

    Please note that you can contact the Housing Ombudsman at any point during the complaint process. It cannot investigate while your complaint is going through our internal complaints procedure, but it can provide impartial advice and support.

    Housing Ombudsman:

    Local Government and Social Care Ombudsman:

    Parliamentary and Health Service Ombudsman:

How we handle complaints

If you would like to find out more about how we handle complaints, you can read our full Managing Comments, Concerns, Complaints and Compliments Policy.
Download policy

Our complaints performance

We continuously review how we have handled complaints, how long it has taken to investigate and respond to complaints, and whether those we support were happy with the outcome they received.

Each year we conduct a self-assessment against the Housing Ombudsman’s Complaint Handling Code to ensure that our complaints process reflects best practice. Further information regarding this assessment and its detail can be found below.

View our complaints performance

Useful links