Feedback and concerns

Complaints procedure

You should be able to raise a concern without fear that it will affect your care. We want concerns raised early so they can be understood and addressed.

How to complain

Contact Edeen Care through the website and say that you want to make a complaint. Include what happened, when it happened, who was involved and what outcome you are seeking. Someone can complain on your behalf with appropriate authority or consent.

What happens next

We record the complaint and confirm it has been received
A suitable person reviews the information and may ask questions
We explain the findings, actions and any learning
We tell you how to escalate the matter if you remain unhappy

Safety concerns

A complaint is not an emergency route. Call 999 where someone is in immediate danger. Safeguarding concerns can also be reported directly to the relevant local authority.

Talk through what support is needed

Start with a conversation or submit a detailed request through the client portal.