Making a complaint

If there is something we have done that you need to complain about, we outline here the full procedure we adhere to.

Written by Brunelcare
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Making a complaint

While we always try to do our best to meet your needs, we recognise that we may not always get things right. 

If there is something you feel you need to bring to our attention please tell us. We welcome your feedback, good and bad, so that we can improve the services we provide. If you make a complaint we will investigate it in a fair, sensitive and confidential way. If you would like to make a complaint please speak to the manager for your service, or call 0117 914 4200 so we can direct you to the right person.

How to raise a concern or complaint

We hope that most problems can be sorted out quickly and easily. We call this ‘raising a concern’ or ‘making an informal complaint’. This is done by contacting the person you normally deal with first. However, if you are not satisfied with the response you get you can make a ‘formal complaint’.

As you follow our formal complaints process you will be provided with the appropriate contact details so that you can progress your complaint to your satisfaction. Our full complaints process for each of our services are detailed in the leaflets below: 

Care Home Complaints Procedure

Extra Care Housing Complaints Procedure

Domiciliary Care Complaints Procedure

Reablement Complaints Procedure

Sheltered Housing Complaints Procedure

How we handle your formal complaint

Stage 1: The manager will acknowledge your complaint within 3 working days. They will then investigate and aim to respond and resolve the complaint within 10 working days of receiving it. If this is not possible we will explain why and how long it will take to resolve.

Stage 2:  If after the manager has responded you feel that your complaint is not fully resolved, you can refer the complaint to the senior manager of the service. Again, your complaint will be acknowledged within 3 days and we will aim to resolve the issue within 10 working days from receiving the complaint.

Stage 3: If you still feel the issue has not been resolved satisfactorily we would ask you to contact the Operational Director of the Service or Brunelcare’s CEO.

Useful contacts

Once Brunelcare’s process has been exhausted and you feel the matter still needs resolving you have the right to take the complaint forward with your Local Government Ombudsman. Housing tenants should initially contact a designated person (an MP or a local Councillor) and after that the Housing Ombudsman.


Tel: 03000 616161

Local Government Ombudsman:

Tel: 0300 061 0614

Housing Ombudsman:

Tel: 0300  111 3000

Get in touch now:

T: 0117 914 4200 (Mon – Fri, 8.30am- 4.30pm)


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