Your Voice Matters: Resolving Your Concerns
We are dedicated to providing a caring and supportive service, and your feedback is incredibly important to us.
If you have a concern, we want to hear from you. This helps us ensure that your experience with our service is the best it can be
What You Can Expect
We aim to handle every concern or fairly, openly, and within clear timeframes.
Below is an outline of how we manage complaints and what you can expect at each stage.
If a concern can be resolved quickly, we will try to do so by the end of the third working day. This applies mainly to straightforward verbal complaints where we can put things right immediately and you are satisfied with the outcome. If the issue cannot be resolved quickly, it will move into our formal complaints process.
For all formal complaints, we will send you a written acknowledgement within five working days. This will include a summary of what you have told us, how we plan to look into the matter, and when you can expect your next update.
You will be given a named person who will be responsible for managing your complaint. Having a single point of contact means you always know who to speak to, ensures clear communication, and helps you feel supported throughout the investigation. It also ensures accountability and consistency in how your concerns are handled.
Our aim is to complete the investigation and provide you with a full written response within 20 working days. If we need more time, we will keep you informed, explain the reasons for the delay, and give you a revised timescale for completion.
If the investigation extends beyond 20 working days, you will continue to receive updates so you always know what is happening and when to expect the final outcome.
By law, the final written response must be sent within six months of the date the complaint was made. If we need to use this extended timeframe, we will explain why and keep you updated throughout.
A copy of our Complaints Handing Procedure can be found HERE
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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
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You can share your concerns 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
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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
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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
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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
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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