Your Voice

We want to hear from you.

You can tell us when something has gone well, suggest something we could do differently, raise a concern or make a complaint.

Feedback helps us understand what matters to the people we support and gives us an opportunity to improve.

Speaking up is your right

You have the right to raise a concern or make a complaint without being treated differently because you have done so.

You can have someone help you provide feedback or speak on your behalf if you choose.

You can also provide feedback anonymously.

Tell us what happened

When providing feedback, you can tell us:

• what happened
• what you were happy or unhappy about
• what you would like to happen next
• whether you would like us to contact you.

You do not need to provide your name or contact details if you would prefer to remain anonymous.

What happens when you raise a concern?

We will take your concern seriously, consider the information you provide and respond appropriately.

Where you have asked us to contact you, we will communicate with you about the concern and any actions arising from it.

If you are not comfortable raising a concern directly with Touch Care, or you are unhappy with how a complaint has been handled, you may also seek assistance or make a complaint through an appropriate external body.