If something doesn’t seem right, please let us know as soon as possible. We’re here to listen and address any issues quickly, ensuring your care remains our top priority

Rest assured, any concerns you raise will be taken seriously and investigated thoroughly. We will always respect your privacy and handle your complaint with the utmost care and confidentiality

We understand that speaking up can sometimes be difficult, but please know that there will never be any negative consequences for sharing your concerns. If you ever feel uncomfortable with your current carer, we can arrange for someone else to take over, either temporarily or permanently, depending on your wishes

We also love to hear when things are going well. If a member of our team has gone above and beyond, or if you’ve had a particularly positive experience, please let us know. Your kind words help us recognize and celebrate the hard work of our caregivers, and we share these successes across our team to inspire best practices

You can share your thoughts with us in any way that feels comfortable for you:

• In person

• Over the phone

• In writing

• By email

• Anonymously, if you prefer

Whether you’re currently receiving care, have in the past, or are considering our services, we value your feedback. Family members, representatives, and third parties involved in your care are also welcome to share their views

If you have a complaint, we’ll work with you to resolve it as quickly as possible. Informal concerns are often addressed within three working days

If you feel your issue requires a more formal investigation, we’ll acknowledge your complaint within seven days and aim to resolve it within 28 working days. We’ll keep you informed every step of the way

We understand that sometimes it may take a little time before you feel ready to raise a concern. Generally, we ask that any complaint is made within 12 months of when an incident occurred or when you first became aware of incident

We impose this guideline to ensure that we can address concerns in a timely and effective manner, while the details are still fresh and the necessary evidence can be readily gathered. We aim to balance this with our ability to investigate and resolve issues thoroughly and fairly. This approach helps us maintain accountability and provide the best possible outcomes for all parties involved

However, we know that each situation is unique, and we’ll always take a compassionate and flexible approach. If there’s a good reason for a delay in bringing a concern to our attention, we’ll still do our best to look into it and address it fairly

If we’re unable to resolve your complaint to your satisfaction, you have the option to contact the Isle of Man Registrations and Inspection Unit or the Health and Social Care Ombudsman Body. They can provide additional support and review your concerns independently

We’re committed to treating everyone with kindness and respect, and we ask for the same in return. Our team members deserve a safe and supportive environment, and we will not tolerate any abusive or threatening behavior. In rare cases, we may need to limit how we communicate if these boundaries are not respected