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Contact us

Helpline and complaint form availability: 9-13 September 

To make improvements to our systems, we need to temporarily change the availability of some services:

Our telephone helpline will be open between 10am – 12 noon on Thursday 9 September, and 10am – 2pm on Friday 10 September

Our online complaint service will be unavailable between 12.00 noon on Friday 10 September and 10am on Monday 13 September. During this time you will not be able to register a new complaint or log into your account to edit a draft complaint.

Sorry for the inconvenience.

If you want to make a complaint:

  • Please first read our step by step process for making a complaint. If you have, please use our complaint form to register your complaint. By complaining online, you help 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 our helpline on 0300 061 0614. It is open between 10am and 4pm, Monday to Friday, except on public holidays. Lines are often quieter in the afternoon so we may be able to help you more quickly if you call then

  • 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 our helpline on 0300 061 0614. It is open between 10am and 4pm, Monday to Friday, except on public holidays. Lines are often quieter in the afternoon so we may be able to help you more quickly if you call then

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: