Compliments & Complaints
Your Voice Matters
We Value Your Feedback
At 2SAM22 Sharma, we are committed to providing safe, compassionate and high-quality care. We value all feedback — whether it is a compliment, suggestion, concern or complaint — because it helps us understand what we are doing well and where we can improve.
We promote an open, honest and transparent culture where everyone feels confident to speak up and share their experiences without fear of discrimination or unfair treatment.
We Want to Hear From You
Your feedback matters to us. If you have had a positive experience, have a suggestion for improvement or are unhappy with any aspect of our service, we encourage you to let us know.
Compliments
Tell us about something we have done well or a member of our team who has made a positive difference.
Suggestions
Share your ideas about how we could improve our services or the experience of the people we support.
Concerns & Complaints
If you are unhappy with any aspect of our service, we will listen to your concerns and work to address them fairly and respectfully.
Compliments & Suggestions
We also love hearing when we have made a positive difference.
If you have received excellent care from a member of our team or have ideas that could help us improve our services, we would love to hear from you. Your compliments encourage our staff and your suggestions help us continue to grow and provide outstanding care.
Email: Complaints@2sam22sharma.net
Making a Complaint
A Clear & Accessible Complaints Process
We want everyone to feel able to raise a concern. Our complaints approach provides multiple routes for raising concerns and aims to ensure there are no unnecessary barriers to making a complaint.
Every complaint will be treated seriously, respectfully and without discrimination.
Our aim is to ensure that concerns are handled promptly, fairly and transparently.
Complaints
What Happens When You Make a Complaint?
We Acknowledge Your Complaint
We will acknowledge your complaint promptly and ensure that your concerns are properly recorded and understood.
We Investigate
Your concerns will be subject to a thorough and impartial investigation, considering the information and issues raised.
We Respond
We will provide a clear response addressing the points raised in your complaint
We Apologise Where Appropriate
Where something has gone wrong, we will provide an appropriate and sincere apology.
We Identify Improvements
Where necessary, we will explain what actions or improvements will be made as a result of the complaint.
We Explain Further Options
If you remain dissatisfied, we will provide information about further escalation and the options available to you.
Who Oversees Our Complaints?
Lead Safeguarding Officer
All complaints are managed under the supervision of our Lead Safeguarding Officer, helping to ensure that concerns are handled fairly, consistently and in accordance with appropriate safeguarding standards.
Lead Safeguarding Officer
Name: [Insert Name]
Contact: [Insert Email / Telephone]
Learning From Feedback
Your Feedback Helps Us Improve
We don't simply respond to complaints — we use feedback to identify opportunities for improvement.
Complaints are reviewed during our monthly staff meetings, where we:
Identify Themes
Look for recurring issues or common concerns.
Review Our Services
Consider whether changes to our processes or approach are needed.
Provide Staff Training
Where necessary, use feedback to identify training and development needs for our team.
Implement Improvements
Take appropriate action to improve the quality and safety of our services.