Our Complaints Process

What can you expect to happen when you make a complaint?

1 day after telling us about your complaint:

We will talk to you to think about how we can help you with your complaint.

10 days after your complaint:

We will contact you and let you know who will look into your complaint for you.

1 month after telling us about your complaint:

We will update you on a decision about your complaint. If we haven't made a decision yet, we will let you know how long it will take for us to make one.

Making an appeal

If you're not happy about the decision of your complaint, you can appeal.

This means you can ask us to look at your complaint again. You have 1 month to do this after the decision is made.

3 days after you tell us you want to appeal:

We will write to you to tell you the name of the person who will lead your appeal.

10 days after you tell us you want to appeal:

We will write to you to let you know what the decision is about your appeal. This will be the end of our complaint process. We may not continue with your complaint if we feel we cannot come to a decision for you. Or it might be agreed with you that we will postpone your complaint. This means delaying a complaint before we look at it again. If we are unable to speak to you after lots of attempts to contact you about your complaint, we will write to tell you that we have stopped looking into your complaint. This will be one month after the last contact from you.

If you are unhappy with the decision of your appeal

You may write to the appropriate Ombudsman.

An Ombudsman is someone that doesn't work for Turning Point. They will look at your complaint and make a decision. An advocate or local advocacy service can help you to do this.