Complaints Procedure

We Hear You – Your Voice Matters to Us

At Outright Care, we are dedicated to delivering the highest standards of care. However, we recognise that there may be times when our service doesn’t fully meet your expectations. If you have any concerns or wish to raise a complaint, we encourage you to get in touch so we can respond promptly, openly, and work towards a positive resolution.

How to Make a Complaint
  • Contact the Registered Manager

    "For any concerns or complaints regarding our services, please contact Mrs. Ruby Mortey, our Registered Manager."

  • info@outrightcare.co.uk
  • 020 8154 7622
  • Complaints Involving the Registered Manager

    If your complaint involves the Registered Manager or if you are not satisfied with the response received, please escalate your complaint to Mrs. Dorcas Adjoa Sekyiwaa Osei-Akoto, our Nominated Individual.

  • info@outrightcare.co.uk
  • 020 8154 7622
  • Contacting External Bodies

    If you feel that your complaint has not been adequately resolved or if it is of a very serious nature, you have the right to contact external bodies for further escalation.

The Healthcare Ombudsman provides a free, independent service to help resolve disputes between patients and healthcare providers.

Phone: 0345 015 4033

Online: Ombudsman Complaint

You can also report your complaint to the CQC, which regulates and inspects health and social care services in England.

Phone: 03000 616161

Online: CQC Feedback

We value your feedback and take all complaints seriously. By voicing your concerns, you help us improve our services and ensure that we continue to meet your needs and expectations. We do our best to acknowledge complaints within 48 hours of receiving them. Our team conducts a thorough investigation to understand the issue fully and aims to respond to complaints within 28 days.

Throughout this process, we prioritise the safety and well-being of our service users, ensuring that any necessary actions are taken promptly to address and resolve the issue. We are committed to transparency and continuous improvement, using your feedback to enhance the quality of our care and services.

For more detailed information, you can request a copy of our complaints policy from our Resource Hub.