Complaints and Compliments
We want to hear from you, whether something has gone well or something could be better. Compliments help us understand what matters to the people we support, and complaints help us put things right and improve.
Sharing a compliment
If a member of our team has made a difference, we would love to know. Email info@normanshirecare.co.uk or call 020 3409 7719 and we will pass your feedback on.
Making a complaint
If you are unhappy with any part of our service, please tell us. You can complain by phone, by email or in writing to 87A Old Church Road, Chingford, London E4 6ST. A family member, friend, advocate or professional can complain on your behalf with your agreement.
When you complain, we will:
- Acknowledge your complaint promptly
- Look into what happened fairly and thoroughly
- Keep you updated and respond to you with what we found
- Tell you what we will change as a result
Raising a concern will never affect the quality of support someone receives.
If you are not satisfied
If you have completed our complaints process and are not satisfied with the outcome, you can contact the Local Government and Social Care Ombudsman, who investigates complaints about adult social care providers. Visit lgo.org.uk or call 0300 061 0614.
Telling the CQC
You can also share your experience of our service with the Care Quality Commission at any time. The CQC does not investigate individual complaints, but your feedback helps inform how services are monitored. Visit cqc.org.uk/give-feedback-on-care.