Complaints, comments and compliments

The quality of service we deliver is important to us. It is only by understanding how our practices feel that we can make sure we continue to deliver the services they need in the way they need themIf practices or any other organisations we work with have a complaint, comment or compliment about the service that they have received or member of staff working at One Care, this process sets out how to submit this feedback and how we will manage it. 

How to submit a complaint, comment or compliment 

If you would like to submit feedback about our services or staff, please email This inbox is monitored by the Office Manager who will liaise with the appropriate team or member of staff and reply to you. 

How we manage complaints 

We hope that most problems can be resolved easily and quickly, often at the time they arise and with the person concerned. 

If your problem cannot be resolved in this way and you wish to make a complaint, we would like you to let us know as soon as possible – ideally, within a matter of days or at most a few weeks – because this will enable us to establish what happened more easily. 

If you wish to raise a complaint verbally (rather than via email as suggested above) your comments will be captured and confirmed to you in writing to ensure you are happy with our version of your complaint. Please contact the Office Manager using the contact details at the end of this document.  

If your complaint concerns a member of the Executive Team or malpractice within One Care, please contact the Chief Executive Officer. 

The Office Manager will acknowledge receipt of your complaint within two working days. You will receive this acknowledgement in writing by email or letter (if no email address is available) and it will contain confirmation of the date you should expect to receive the outcome of our investigation. Your complaint will also be logged in the complaints register which will be reviewed regularly by the Executive Team. The Office Manager will then refer the complaint to the appropriate line manager to investigate the circumstance, who will be the person responsible for replying to your complaint fully in writing. If we cannot resolve your concerns to your satisfaction, your complaint will be escalated by the Office Manager to an appropriate member of the Executive team. 

We will always aim to investigate and deal with complaints efficiently and in a timely way. If we are unable to meet the response deadline of 20 working days from receipt of your complaint, we will contact you to advise why and inform you of the extended date. 

We also review all complaints at our monthly Contracts and Performance meetings and share any key learnings with our staff. 

In the event of a continued disagreement which cannot be resolved internally, you may be advised to approach the independent Chair of our Board. 

How we manage compliments 

Any compliments received will be shared with the individual and their line manager for recognition in their annual appraisal as part of their 360 feedback. 

Key contact information 


One Care (BNSSG) C.I.C., Unit 5 Osprey Court, Hawkfield Business Park, Whitchurch, Bristol, BS14 0BB 

Contact for complaints, comments and compliments 


Tel 0117 941 0900 

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