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Our complaints procedure

ND Care & Support is committed to providing a quality service to all our customers. We will respond to all formal complaints as quickly as possible to the satisfaction of all parties concerned, ensuring we are acting consistently, fairly and professionally at all times.

Please note that all complaints will be treated confidentially (in accordance to the Data Protection Act), however please be aware that complaints of a very serious nature may need to be referred to the relevant external regulatory bodies if applicable.

Making a complaint

If you have a complaint, please get in touch with your ND Care & Support contact in the first instance so that we can try to resolve your complaint informally. If the complaint is against your contact, or you do not feel comfortable raising it with that person, we can provide you with the contact details of their manager or supervisor.

If we have been unable to resolve your complaint, or you are not satisfied with the outcome, you may wish to raise a formal complaint.  If this is the case, please put your complaint in writing to your ND Care contact, and we will then follow the steps below:

ND Care & Support will acknowledge your complaint within 5 working days of receipt.

We will then record your complaint on our central system, and begin investigating your concerns.

We will seek to resolve your complaint as soon as possible and will respond with the outcome of our investigation.

Appealing a complaint decision

If you are not happy with the outcome of your complaint, or a resolution has not been achieved, you are welcome to appeal our decision.  Appeals must be sent in writing, or via email, to the Group Chief Operating Officer.

Once the investigation has been completed, we will respond to you in writing with our findings.

Complaints involving safeguarding

Any allegations made against our temporary employees concerning children or vulnerable adults will be escalated to our Safeguarding Team. If you require more information, please get in touch with your New Directions contact for a copy of our safeguarding policy.

Post resolution

If your complaint is upheld, we will get touch to ensure you are satisfied with the resolution.

We will regularly review and improve our complaints procedure as part of our commitment to Quality Assurance.

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If you would like to speak to someone before making a complaint, or provide your feedback, please complete the form below and we’ll be in touch.

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