Compliments and complaints

We welcome your feedback

Complaints

At Nugent we always aim to provide high quality services to everyone who accesses them. However, we are aware that occasionally we don’t get things right.

Your views are important to us. If you don’t tell us what is wrong we won’t know how to improve. We will do our best to put things right and prevent them from happening again.

Compliments and suggestions

We don’t just want to hear about what is going wrong, we would also like to hear from you about services that are delivered well.

Definition of a complaint

At Nugent a complaint is: ‘An expression of dissatisfaction with any of Nugent’s services or projects which requires a response.’

A complaint is treated seriously whether it is made in person, by telephone, by letter, by email, or through our website.

Who can make a complaint, compliment or suggestion?

Complaints compliments and suggestions are welcomed from the people we support, their relatives or carers, professionals, and persons affected as a result of the services we provide.

Confidentiality

All complaints will be dealt with in a confidential manner. Anonymous complaints will be acted on, however it would be better if you provide us with contact details so that we can let you know the outcome of your complaint.

How to make a complaint, compliment or suggestion

You can make a complaint, compliment or suggestion in a number of ways. Remember to provide contact details so that we can respond to you.

Firstly, speak directly to the manager of the home or service you are using to resolve any issues. If you have not had the response you required please contact Nugent directly:

• Send a letter to Governance, Nugent, 99 Edge Lane, Liverpool L7 2PE
• Call our office on 0151 261 2000
• Email our team at governance@wearenugent.org