What Is a Complaint?

A complaint is any expression of dissatisfaction about the service provided by Union Supported Living.

This may include concerns about:

• the quality of care or support provided
• staff conduct or behaviour
• communication or professionalism
• safeguarding or safety concerns
• service delivery or reliability

If you are unsure whether your concern counts as a complaint, please contact us and we will be happy to help.

How to Make a Complaint

You can raise a complaint in several ways.

Speak to a Staff Member

In many cases, concerns can be resolved quickly by speaking directly with a member of staff or a manager.

Contact the Management Team

If you would prefer to make a formal complaint, please contact our management team.

Union Supported Living
1st Floor

Harp Place

2 Sandy Lane

Coventry

CV1 4DX

Email: admin@uslwarks.org

Please include:

• your name and contact details
• details of the concern or complaint
• the date and location of the incident (if known)
• any relevant information that may help us investigate

Complaints can also be made on behalf of someone else if you have permission to do so.

What Happens Next

Once we receive a complaint, we will:

1. Acknowledge the complaint within a reasonable timeframe.

2. Investigate the concern by reviewing relevant information and speaking with those involved.

3. Provide a response outlining the outcome of the investigation.

4. Explain any actions taken to address the issue and prevent similar situations in the future.

Our aim is to resolve complaints fairly and as quickly as possible.

Safeguarding Concerns

If a complaint relates to the safety or wellbeing of an individual, it will be treated as a safeguarding concern and handled according to safeguarding procedures.

Union Supported Living works in accordance with safeguarding duties under the Care Act 2014 and cooperates fully with relevant authorities when necessary.

If You Are Not Satisfied With the Outcome

If you are unhappy with the outcome of a complaint, you may raise your concern with external organisations.

For concerns about regulated care services, you may contact the Care Quality Commission (CQC).

Care Quality Commission
Website: https://www.cqc.org.uk

The CQC regulates and monitors health and social care services in England.

Confidentiality

All complaints are handled confidentially.

Information will only be shared with individuals involved in investigating and resolving the complaint.

Learning From Feedback

We view complaints as an opportunity to improve.

Feedback is used to:

• review service practices
• improve staff training
• strengthen safeguarding and quality procedures
• ensure better outcomes for individuals receiving support

Contact Us

If you have a concern or complaint about our services, please contact us:

Union Supported Living
1st Floor

Harp Place

2 Sandy Lane

Coventry

CV1 4DX

Email: admin@uslwarks.org

We are committed to listening and responding to feedback in a fair and transparent way.

Read our Safeguarding and Quality Statement here