How we deal with complaints about care

Last updated: 21 May 2026

Investigation timescales

The following timescales will apply to cases at the investigation stage.

  • We aim to contact you within 10 working days to tell you what we will be investigating.

  • We aim to give you a full response as soon as possible but no later than 40 working days from the time we have decide we can investigate.

Extension to the timescale

Sometimes, we may not be able to meet the timescale. For example, some complaints are so complex that the level of consideration and investigation they need takes us beyond the 40-day limit.

If there are clear and justifiable reasons for extending the timescale, we will tell you the reason for the delay and give you a revised date for completion.

When our investigation is finished

We will call you to let you know the outcome of our investigation and that we will be sending you a complaint report.

The complaint report

We will issue a report to the complainant and complained against, which will detail the:

  • elements/areas of the complaint

  • action we took to investigate

  • evidence to uphold

  • evidence to not uphold

  • conclusion

  • any areas for improvement that we have identified

  • any action the service must take (Requirements).

We will send the complaint report to both the complainant and the complained against at the same time.