Complaints Procedure

The Occupational Therapy Service is committed to providing a high-quality, professional service. We welcome feedback and take complaints seriously, as they help us improve our services. This procedure explains how to raise a concern or make a complaint and how we will respond.

Who Can Make a Complaint?

A complaint can be made by:

  • A client using our services
  • A family member or carer (with appropriate consent)
  • A representative acting on behalf of a client

How to Make a Complaint

If you are unhappy with any aspect of our service, we encourage you to raise your concern as soon as possible. Complaints can be made by:

  • Email: admin@theotservice.co.uk
  • Phone: 0333 444 0062
  • In writing: 8 Linnet Court, Cawledge Business Park, Alnwick, Northumberland, NE66 2GD

Please include:

  • Your name and contact details
  • Details of the concern or complaint
  • Dates, times and names (if known)
  • What outcome you are seeking

You can raise a concern informally if you feel comfortable doing so, and we will always try to resolve issues quickly and fairly.

What Happens Next

  • Acknowledgement – We will acknowledge receipt of your complaint within 5 working days.
  • Investigation – Your complaint will be reviewed promptly and fairly. We may contact you for further information if needed.
  • Response – We aim to provide a full written response within 20 working days. If this is not possible, we will keep you informed of progress and provide a revised timeframe.

Outcomes

Following our investigation, we will:

  • Explain what we found
  • Apologise where appropriate
  • Outline any actions taken or planned to address the issue
  • Explain any changes made to improve our service

Confidentiality

All complaints will be handled sensitively and confidentially. Information will only be shared with those involved in investigating and resolving the complaint.

Further Action

If you are not satisfied with our response, you may request that your complaint be reviewed. We will explain the next steps available to you, including any relevant professional or regulatory bodies where appropriate.

No Detriment

Making a complaint will not affect the care or service you receive from The Occupational Therapy Service. We are committed to ensuring that clients feel safe and supported when raising concerns.

Review of This Procedure

This complaints procedure is reviewed regularly to ensure it remains effective and up to date.

Last Updated 24 February 2026