SEA Support Services Ltd is committed to providing high-quality services. We value your feedback and take all complaints seriously, using them as opportunities to improve our services.
Making a Complaint
We aim to handle complaints quickly, effectively, and fairly. You can make a complaint:
In person or by telephone
In writing (letter or email)
Through a staff member, advocate, or representative
Complaints should be made within 12 months of the incident, although we may waive this in certain circumstances.
How We Handle Your Complaint
Acknowledgement: We will acknowledge your complaint within 3 working days and provide the name of the person investigating it
Investigation: A senior member of staff will investigate thoroughly and keep you informed of progress
Response: We aim to complete investigations within 28 working days and will provide a detailed written response
Resolution: We will explain our findings, any action taken, and how we plan to prevent similar issues
We assure you that making a complaint will not affect the services you receive from us.
If You're Not Satisfied
If you remain unhappy after our investigation, you can contact:
Local Government and Social Care Ombudsman
PO Box 4771, Coventry CV4 0EH
Tel: 0300 061 0614
Email: advice@lgo.org.uk
Website: www.lgo.org.uk
Care Quality Commission (CQC)
The CQC does not investigate individual complaints but welcomes information about care providers.
Tel: 03000 616161
Website: www.cqc.org.uk
Making a Suggestion
We welcome suggestions for improvement. You can share suggestions verbally with any staff member or in writing to our Head of Operations. All suggestions are considered and documented.
Compliments
We value positive feedback and compliments. These are shared with our team, celebrated, and used to recognize excellence in our services. You can provide compliments in person, by phone, or in writing.
Contact Us
To make a complaint, suggestion, or compliment, contact:
Hayley Thornton, Head of Operations
SEA Support Services Ltd
1-5 The Downs, Altrincham, Cheshire WA14 2QD
Tel: 0161 928 8810
We are committed to learning from your feedback and continuously improving our services.