Complaints

We want to hear from you

We work hard to get care right, and when something falls short we want to know. Raising a concern will never affect the care you or your loved one receives. Every complaint is taken seriously, investigated properly and used to make our service better.

How to complain

Speak to any member of our team, call our office on +44 7464 760301, email Enquiries@nbhcare.co.uk or write to our Wellingborough office. Tell us what happened, when and what outcome you are hoping for. If you need help making a complaint, a family member, friend or advocate can raise it on your behalf with your consent.

What happens next

• We acknowledge your complaint promptly and tell you who is handling it
• We investigate fairly, speaking to everyone involved
• We respond in writing with what we found and what we will do
• Where something went wrong, we apologise and put it right

If you are not satisfied

If you are not happy with our response, you can ask for it to be reviewed. You can also contact the Local Government and Social Care Ombudsman, which investigates complaints about adult social care providers, at lgo.org.uk. The Care Quality Commission does not investigate individual complaints but welcomes information about services, and you can share your experience with them through our profile on the CQC website.