How to make a complaint
We are always looking to improve our services and welcome all feedback.
Please let us know when we have done well, or if there is something we could do better.
If you have a concern
If you have an issue, please speak directly with a member of staff. They will be happy to help and may be able to resolve the matter quickly.
How to make a complaint
You can contact our Care Coordinator Manager by letter, or email at compasshouse@nhs.net.
A copy of our complaints process is available upon request.
What happens next
We aim to acknowledge complaints within 3 working days and respond fully within 28 days, where possible.
If there is a delay, we will keep you informed.
Response times may be extended in exceptional circumstances, such as national emergencies.
How we review complaints
When reviewing a complaint, we aim to:
- understand what happened
- identify any errors
- take steps to help prevent the same issue happening again
Complaints made on behalf of someone else
If you are making a complaint on behalf of another person, we will usually need their written consent due to medical confidentiality.
