Feedback & Complaints

Feedback & Complaints

At The Potters Care Ltd., we welcome feedback as a vital part of improving our services. Whether it’s a compliment, concern, or complaint, we treat every voice with respect and urgency. Our process is designed to be fair, accessible, and in line with national guidance.

01

Local Resolution

We aim to resolve concerns quickly and compassionately at the point of care. Our staff and management will:

  • Listen and respond directly to service users and families
  • Carry out appropriate inquiries based on the nature of the concern
  • Involve an independent investigator if needed
  • Refer safeguarding issues to the local Safeguarding Adults Authority

We believe that early, open communication leads to better outcomes for everyone.

02

Complaints Review

If a complaint cannot be resolved locally, it may be escalated to the commissioning body responsible for the service—such as the local authority or NHS—depending on the type of care provided. We will support individuals in accessing the appropriate channels.

03

Independent External Adjudication

If dissatisfaction remains after internal and external reviews, complainants may seek independent adjudication through:

  • The Local Government Ombudsman
  • The Health Service Ombudsman
  • The Independent Healthcare Advisory Services (IHAS) (for certain private healthcare services)

We respect and uphold the right to impartial review

Role of the Care Quality Commission (CQC)

While the CQC does not investigate individual complaints, it welcomes feedback about care services. We provide service users with information on how to contact the CQC and share concerns. As part of our regulatory responsibilities, we also submit relevant complaint data to the CQC when requested.