Raising a complaint

Our staff and volunteers work hard to get things right but, as with any busy service, mistakes and problems can happen. You may feel uneasy in voicing a concern or complaint, fearing that the future care you or your loved one receives may be affected. We would like to reassure you that all comments, concerns and complaints will be viewed positively. Here at Treetops, we will take your concerns seriously and deal with them quickly, keeping you informed throughout. You have the right to:

• Make a complaint or raise a concern
• Be listened to with understanding, courtesy and empathy
• Have your complaint investigated speedily, impartially and professionally
• Be informed of the result of the investigation

What to do if you have a concern or reason to complain

Whenever possible please raise concerns at the time.  You can discuss concerns or complaints with any staff member in person or over the phone.  Staff receiving a verbal complaint will listen to the details and explain that they will discuss the issues raised with their Line Manager. All concerns will be documented and dealt with according to our Complaints Policy and Procedure. We recognise that by learning from things that go wrong, we can improve our care for all families.

Raise a complaint

• Name of Complainant*
• Complainant email address
• Nature of Complaint.*
  Please select from drop down listNursing care Treetops have providedCounselling Treetops have providedFundraising activity for TreetopsTreetops charity shopTreetops facilities or groundsOther
• If other, please state.
• Details of the complaint or concern*
• Your preferred contact method
  EmailTelephoneLetter
• Your telephone number
• Your postal address

• Treetops takes all complaints as an opportunity to improve our service. You will receive a formal acknowledgement of your compliant by your preferred contact method within 3 working days. Please refer to our complaints procedure for information on the process.

  Your privacy is very important to us, so we will always keep your details secure.  For information about how we use your data, please see our Privacy Notice.

If you would like to raise a concern about our Lottery, please find more information here.