Last updated: September 14, 2026
Recover360 Ltd is committed to providing a high-quality service to everyone we work with. We welcome feedback, both positive and negative, as it helps us improve. If you are unhappy with any aspect of our service, we want to hear about it, and we take all complaints seriously.
This policy explains how to give feedback, how to make a complaint, what happens after you do, and what to do if you remain unhappy with our response.
When handling feedback and complaints, we aim to:
You can give us feedback or make a complaint about any aspect of our service, including but not limited to:
If your concern relates to the safety or welfare of yourself or someone else, please also see our Safeguarding Policy, as this may need to be handled as a safeguarding matter in addition to, or instead of, a complaint.
You can contact us in any of the following ways:
You do not need to use any particular form or format to raise a complaint — a phone call, email, or message is enough. If it is easier for you, you can also ask a friend, family member, advocate or representative to raise a complaint on your behalf, with your consent.
You can complain anonymously if you prefer, although this may limit our ability to investigate fully or to update you on the outcome.
To help us look into your complaint, it is helpful (though not essential) if you can provide:
We will acknowledge your complaint within [5] working days of receiving it. Our acknowledgement will confirm who is handling your complaint and, where possible, give an indication of how long our investigation is likely to take.
We will look into your complaint thoroughly and impartially. This may involve speaking to relevant staff, reviewing records, and, where appropriate, contacting you for further information. We aim to keep the number of people involved in handling your complaint to the minimum necessary to investigate it properly.
We aim to provide a full response within [20] working days of acknowledging your complaint. If our investigation is likely to take longer than this, we will contact you to explain why, and let you know when you can expect a response.
Our response will explain what we found, what action (if any) we have taken or will take as a result, and what to do if you are not satisfied with our response.
If you are not satisfied with our response, you can ask for your complaint to be reviewed by [a director / senior manager not previously involved in the complaint]. Please make this request within [20] working days of receiving our response, explaining why you remain unhappy with the outcome.
We hope to resolve all complaints internally. However, if you have exhausted our internal complaints process and remain dissatisfied, you may be able to take your complaint further, depending on the nature of your concern:
[Operational flag: whether a specific regulator or ombudsman applies depends on how Recover360’s service is legally structured and whether it falls within a regulated activity (for example, under the Health and Social Care Act 2008, if regulated by the Care Quality Commission). This is a substantive legal question, not a wording choice — please confirm your regulatory status so this section can name the correct body, or be removed if none applies.]
We will handle your complaint confidentially, and information about it will only be shared with those who need to know in order to investigate and resolve it. Making a complaint will not affect the quality of any support or service you receive from us, now or in the future.
Where a complaint raises a safeguarding concern, we may need to share information without your consent where necessary to protect you or someone else from harm, in line with our Safeguarding Policy and our Privacy Notice.
We record and review complaints and feedback regularly to identify trends, improve our service, and prevent issues from recurring. Complaints are reported to [management/directors] on a [monthly/quarterly] basis as part of our ongoing quality review.
We want to make it as easy as possible for people to raise concerns. However, we reserve the right to take reasonable steps to manage contact from individuals whose behaviour towards our staff is abusive, threatening, or unreasonably persistent, in order to protect the wellbeing of our staff, while still ensuring the substance of any complaint is properly considered.
We may update this policy from time to time to reflect changes in our service or best practice. The “Last updated” date at the top of this page shows when it was last revised.
To give feedback or make a complaint, please contact us:
