Complaints, Concerns and Feedback

Your feedback matters. If something isn't right, we want to hear about it and put it right.

Our Complaints Process

We take complaints seriously and are committed to resolving them fairly and transparently. If you're unhappy with any aspect of our service, please tell us so we can put things right.

What Can You Complain About?

You can complain about:

• Quality or standard of service provided
• Conduct of staff members
• How we've treated you or handled a situation
• Unfairness or discrimination
• Policy or procedure issues
• Any other aspect of our service

Complaints, Concerns and Feedback

Complaints, concerns and feedback are for service quality, dissatisfaction, communication issues, compliments and feedback. Contact complaints@tishability.co.uk to submit your concern.

Note: Safeguarding concerns are different from complaints. If you have concerns about harm, abuse, neglect, exploitation, unsafe practice or serious risk, please contact safeguarding@tishability.co.uk instead.

Our Complaints Process

Step 1: Raise Your Complaint

Tell us about the issue. You can use the form below, contact us by email, phone or in writing. Tell us as much detail as you can about what happened.

Step 2: Acknowledgement

We'll acknowledge receipt of your complaint within 2 working days and let you know what will happen next.

Step 3: Investigation

We'll investigate your complaint thoroughly, speaking to relevant staff and reviewing records. This usually takes 5-10 working days.

Step 4: Response

We'll send you a detailed response outlining what we found, what action we'll take, and how we'll prevent it happening again.

Step 5: Follow-Up

We'll follow up to ensure actions have been taken and you're satisfied with the outcome.

Confidentiality & Support

Your complaint will be treated confidentially. We will not victimise or discriminate against anyone for making a complaint. If you'd like support in making a complaint, you can ask a family member, advocate or representative to help you.

If You're Not Satisfied

If you're not satisfied with our response, you can:

• Ask for your complaint to be reviewed by a senior manager
• Where support is funded, arranged or overseen by another organisation, you may also be able to raise concerns through that organisation's own complaints process
• Seek advice from a local advocacy service
• Contact Ombudsman services if appropriate

Alternative: Informal Resolution

If you prefer, you can try to resolve the issue informally first. Contact us directly to discuss the matter and see if we can put it right quickly. Many concerns are resolved this way without needing a formal complaint.

File a Complaint

Email: complaints@tishability.co.uk

Or use the form below.

Go to Complaint Form

Safeguarding concern?

If it's about harm, abuse, neglect or unsafe practice, please report it immediately.

Report now →