Complaints and Feedback

We strive to improve our services and welcome all feedback. Let us know when we’ve done well or how we can improve.
If you have an issue, please speak directly with any member of staff – they’re happy to assist.

Alternatively, you can contact our Care Coordinator Manager by letter, e-mail (compasshouse@nhs.net), or phone. A copy of our complaints process is available upon request.

Our complaints procedure aims to resolve issues promptly. We acknowledge complaints within 3 working days and strive to respond fully within 28 days.

If delays occur, we will keep you informed.

Response times may be extended in exceptional circumstances, such as national emergencies.

When addressing a complaint, we aim to:
• Determine what happened and identify any errors.
• Take steps to prevent recurrence.

If a complaint is made on behalf of another person, written consent is required to maintain medical confidentiality.

Complaints and Comments Procedure