We understand that sometimes things don't go as they should, and we want to hear from you if that happens. Your feedback matters to us — it helps us improve the care and support we provide to everyone who comes through our doors.

If you have a concern or complaint, please know that we'll listen carefully, treat you with respect, and do everything we can to put things right. In many cases, we may be able to resolve things straight away — whether that's through an apology, by providing the support you need, or by giving you a clear and honest explanation of what happened.

Every complaint we receive is an opportunity to learn. Complaints give us valuable first-hand accounts of people's experiences that help us identify areas of concern, achieve resolution wherever possible, and take action so that the same problems don't happen again. We take that responsibility seriously, and we'll always let you know what we've done as a result of your feedback.