Complaints

We are committed to providing excellent customer service, but there may be a time when we don’t get it quite right.

Anyone using or impacted by our services can make a complaint. If you are dissatisfied with any aspect of our service, you should let us know. It gives us the opportunity to put things right.

Once we are aware of your concerns, we can ensure that they are handled by the right person and the appropriate action is taken. We appreciate your feedback, it helps us to learn and improve for the future.

There may be times that a complaint isn’t appropriate and in these instances, we will tell you how your concerns will be handled.

Alternatively, if you have any feedback or suggestions about any aspect of our service, please contact us.

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There are a number of ways you can let us know that you’re unhappy with our service:

After receiving your complaint we will contact you to let you know that your concerns are being looked into and your complaint may be handled in two stages:

Stage 1 - Front line resolution

We try to resolve most complaints when you first contact us. We aim to do this within 10 working days.

Stage 2 - Investigation

At this stage, your complaint will be handled by an independent team or senior manager who will undertake a thorough investigation into your concerns. This can take up to 20 working days and you will receive a formal response from us.

We’ll do our best to resolve your complaint within the target times shown above. In some cases the investigation may take longer and in these instances we will tell you when you can expect to hear from us. While you have a complaint in progress, please report any other issues or concerns in the usual way.

Download Sanctuary Supported Living Complaints Leaflet (PDF 138KB)

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Sanctuary Supported Living is a trading name used within Sanctuary Group. © 2019 Sanctuary Group. All Rights Reserved. Images used on our website and literature may be representative and are for illustration purposes only.
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