Feedback

If you’ve visited one of our services, have been given a code and would like to tell us what you think, take part in our service user survey and let us know how we can improve and what we’re doing right. Your feedback is entirely anonymous, and we’ll use it to keep track of what we’re doing well and what we need to improve.

Tell us about your experience

Making a complaint

We want to provide the best possible experience when you use our services, so we’re sorry that something has gone wrong. The team in the service should be able to sort out most issues quickly and simply (and at most within 3 working days) so please speak to them about your complaint first. They’ll log your concerns, and what we do about them, on our systems.

If you’re still not happy, speak to the team again or write to us (by post or email) using the service’s usual contact details. A formal complaint investigation can take up to 30 working days.

If you’re not sure where to send your complaint, you can write to HCRG Care Group, The Heath Technical and Business Park, Runcorn, Cheshire, WA7 4QX.  Please tell us as much as possible about the service you want to complain about, so we can forward your complaint to the correct team.

Need some help or support making a complaint?

Your local council will be able to put you in touch with an advocacy service who can support you. You can also ask in service for the details of the NHS organisation or local authority who commission us to deliver these services.

Want to appeal our decision?

If we’ve already investigated your complaint, you can let us know if you still aren’t satisfied. We can meet with you to explain our findings, or to understand any additional concerns you have. If you ask us to, we can check that the complaint was investigated in line with our complaints policy.

If you are still unhappy, we’ll tell you about your next steps in our response letter. This would usually be raising the concern with the relevant ombudsman.

Very occasionally, if you continue to be dissatisfied but we do not believe there is anything else we can do, we will write to you to let you know and what this means for you.

Complaints policy

You can download our Complaints Policy, which sets out how we will investigate your complaint and respond to it.