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Feedback, compliments and complaints

We aim to do our very best for the people we support and work with, in line with our purpose and values.

Feedback is always welcomed and encouraged from everyone we work with, as this will help us continue to improve what we do.

To give us feedback, you can:

  • Speak to us in person
  • Phone us
  • Email us
  • Write to us

You can find the contact details of our main offices on our Where we work page.

If you are not sure which one to contact, please contact our Head Office.


If you are unhappy about something we have done, we want to know. Many concerns can be dealt with quickly and informally in this way. You can also choose to make a formal complaint. 

Whether your complaint is formal or informal, we treat your concerns as a priority. We will work to resolve the problem as quickly as we can, to involve you in the process if that is appropriate, and to keep you updated.

What happens when you make a formal complaint

All complaints will be passed immediately to the Divisional Director who is responsible for the area the complaint relates to.

The Divisional Director will write to you within three working days. Their letter will include:

  • The name of the person investigating the complaint (called the investigating officer)
  • A commitment to complete the investigation within 28 days.

Other ways to submit a complaint

Most of Affinity Trust's services are commissioned by local authorities, and regulated by the Care Quality Commission in England or the Care Inspectorate in Scotland.

You can contact any of these bodies at any time. Please contact us for the details of the local authority that commissioned the service you are unhappy with.

As an open organisation we value receiving feedback from the people we support and their families so we can continue to improve our quality and impact.