Complaints (have your say)
Not happy about something? We want to hear from you.
We listen, we want to get things right, and we are committed to learning from our mistakes.
How to raise a concern
You can raise a concern by telling a staff member, calling us on 01273 405 800, emailing feedback@southdown.org, or by completing the formal form below.
Support with your complaint
Advocacy & consent
If you are complaining on behalf of someone else, we will need their written confirmation that they are happy for you to act for them.
Translation
If you need a translator or interpreter, please let us know and we will do our best to arrange this.
Accessibility
If you need more time during the complaints process due to a disability, we will adjust our deadlines to support you.
Our process
Timeline — We will acknowledge your complaint within 5 working days and aim to provide a full response within 10 working days.
Fairness — Making a complaint will never affect the quality of support you receive now or in the future.
Recording — We keep a clear written record of all issues raised and actions taken.
Other ways to contact us
Complete feedback forms in the service
Tell a member of staff or manager
Call us 01273 405 800
Write to us: 2 Bell Lane, Lewes, BN7 1JU
Your feedback will always be treated in confidence and will only be discussed with people who need to know.
Some of our services are NHS funded. You have the right to complain about any NHS service and to access independent support via your local Healthwatch.
Downloads
Helpful documents
Download our complaints policy, information leaflet, and whistleblowing policy.
Not satisfied with our response?
If you are not satisfied with how we handled your complaint, you have the right to contact the external agencies that regulate us.
Tenants or shared owners of a Southdown property
Housing Ombudsman Service
PO Box 152, Liverpool, L33 7WQ
Tel: 0300 111 3000 | Email: info@housing-ombudsman.org.uk
www.housing-ombudsman.org.uk
You can also contact the Housing Ombudsman at any stage during your complaint if you feel we have not followed our processes properly.
Learning disability services
Care Quality Commission (CQC)
Tel: 03000 616161 | Email: enquiries@cqc.org.uk
www.cqc.org.uk
You can also contact the organisation that funds the support – often the local authority. If you are not sure who that is, we can let you know.
Mental health and housing support services
Parliamentary and Health Service Ombudsman
Millbank Tower, 30 Millbank, London
Helpline: 0345 015 4033 | Email: england.contactus@nhs.net
You have a legal right under the NHS Constitution to make a complaint about any NHS service. Find your local Healthwatch for independent advice and advocacy.
Data protection issues
Information Commissioner’s Office (ICO)
Wycliffe House, Water Lane, Wilmslow, SK9 5AF
Whistleblowing
Whistleblowing is when someone speaks out about wrongdoing – such as unlawful activity, failures to comply with legal obligations, or risks to health and safety. We view this as a positive act that keeps our services safe. All concerns are treated in the strictest confidence.
You can also contact our Freedom to Speak Up (FTSU) Guardian:
Vince Ricot — Learning Development Business Partner
Email: vince.ricot@southdown.org
Want to share a compliment?
If someone has made a difference, we would love to hear about it.
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