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Please check your 'junk' folder if you are expecting an email from us. We recommend adding our address ( to your safe senders list to ensure you receive our emails smoothly. Find more information on how to add our address to your safe senders list

If you want to make a new complaint:

  • Please use our complaint form. This helps us to keep our telephone helpline for people who need general advice or cannot use the complaint form

  • If you cannot use the complaint form, you can call us on 0300 061 0614. Lines are open between 10am and 4pm, Monday to Friday, except on public holidays

  • It will take a little longer to reach us, but you can make a new complaint by post

If you have an existing complaint:

  • Please contact your named person on their direct contact details

  • If you do not have a named person, we will contact you when we have an update on your case. Please avoid calling our helpline so we can keep it for people who need general advice or help make a new complaint

If you need general advice on the complaints process:

  • You can call us 0300 061 0614. Lines are open between 10am and 4pm, Monday to Friday, except on public holidays

If you have an urgent or emergency problem:

  • Please contact your local authority or care provider. We expect them to respond appropriately to any complaints they receive, and we usually expect you to have completed their complaints process before we can consider your complaint

Other types of enquiries:

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