Make a complaint

Let us know when things go wrong

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Make a complaint

We take our responsibility to provide a safe and quality service extremely seriously. So we want to know when things go wrong so we can put them right and learn from any mistakes.

How to make a complaint

Brunelcare operates a two stage complaints process. We hope that most problems can be resolved quickly and easily, but we have a clear process in place for when complaints cannot be dealt with at the first point of contact.

Stage one: informal comments and concerns

Most concerns are best dealt with locally by the person you usually have contact with. We would encourage you to get in touch with your normal point of contact, be that a care home manager, housing officer, or community colleague.

Concerns dealt with locally will typically be about everyday matters, such as missed appointments, the upkeep of a site, menu choices, activities etc.

Stage two: formal complaints

If you are not satisfied with the response you receive at ‘stage one’, or if you have a more serious concern you wish to raise, you can make a formal complaint.

Here’s what happens when you make a formal complaint:

  • We will acknowledge your complaint in writing within three working days
  • We will fully investigate your complaint, which may involve contacting you for more information
  • We will provide a response to your complaint within 10 working days

If you are not satisfied with our response, and feel the matter still needs resolving, you have the right to take your complaint to the relevant Ombudsman. Our final response to your complaint will include details of who to contact if you wish to take your complaint further.

Make a formal complaint

To make a formal complaint you can complete the form below.

If you would like to provide general feedback, or make a suggestion about a service, please use our feedback form.

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    Other ways to contact us

    Email us at:

    Write to us at:

    Feedback and Complaints
    Brunelcare Head Office
    Saffron Gardens
    Prospect Place
    BS5 9FF

    Call us on: 0117 914 4200 (office hours, Monday to Friday)

    More information

    Documents to download:

    Useful links:

    Housing Ombudsman complaints handling code:

    In July 2020, the Housing Ombudsman published a new Complaint Handling Code to set out good practice and allow landlords to respond to complaints fairly and effectively.

    Landlords were asked to complete a self-assessment against the Code and publish the results, to highlight any actions required to meet the criteria of the code.

    Our self-assessment was completed in December 2020 and can be seen here.

    The results of our findings will allow us to make relevant changes to our complaints policy and processes in order to resolve complaints quickly and easily.