Complaints Policy
Your feedback helps us learn, improve, and strengthen the care and support we provide.
Our Commitment
At CPGB Ltd, we are committed to providing safe, respectful and high‑quality services. If something has not gone as expected, we want to hear from you. Your feedback helps us learn, improve, and strengthen the care and support we provide.
We welcome concerns, compliments and complaints from anyone who uses our services, including clients, families, carers, professionals and community partners.
How to Raise a Concern or Make a Complaint
You can contact us in whichever way feels most comfortable:
- •Email: england.cpgbltd@nhs.net
- •Phone: 01509 440175
You may also ask someone you trust to speak on your behalf.
We will always treat you with dignity, respect and without judgement.
What You Can Expect From Us
Acknowledgement
We will acknowledge your complaint within 3 working days.
Fair & Transparent Review
A fair and transparent review carried out by a senior member of our team.
Written Response
A clear written response explaining what we found and any actions we are taking.
Support & Adjustments
Support to understand the process, including reasonable adjustments if needed.
No Negative Impact
No negative impact on your care or access to services.
If we need more time to investigate, we will let you know and explain why.
If You Are Not Satisfied
If you remain unhappy after receiving our response, you can request a further review.
For NHS‑funded work (if applicable), you may contact:
Parliamentary and Health Service Ombudsman
www.ombudsman.org.uk
We will always support you to understand your options.
Learning and Improvement
Every complaint helps us improve. We regularly review themes and feedback to strengthen:
- •Safety
- •Communication
- •Accessibility
- •Trauma‑informed practice
- •Equity and inclusion
Your voice genuinely shapes our services.
This policy is reviewed annually. Last updated: March 2026.