Making A Complaint
We value your feedback and take complaints seriously. If something hasn’t gone right, we want to hear about it so we can put it right and make sure it doesn’t happen again.
What Is a Complaint?
A complaint is an expression of dissatisfaction. It might relate to:
- Service e.g., how you’ve been treated
- Location e.g., difficulty accessing one of our services
- Practice e.g., being asked to provide the same information more than once
If you disagree with a decision we’ve made and want to challenge it, this falls under a Review of Decision and follows a different process.
How to Make a Complaint
You can make a complaint yourself or ask someone to do it on your behalf.
Get in Touch
You can contact us in any of the following ways:
- Online: Submit your complaint via our [online form]
- Phone: Call us directly to speak with a member of our team
- In Person: Call us to book an appointment
- Email: Write to us at complaints@cognithan.com
What We Need from You
To help us resolve your complaint quickly, please include:
- A clear and factual description of the issue
- The outcome you would like to see
- Your client number (if applicable), name, and contact details
If you submit feedback anonymously, we won’t be able to respond to you directly.
What Happens Next?
We aim to resolve complaints as quickly as possible. Once we receive your complaint:
- Acknowledgement: We’ll confirm we’ve received it
- Investigation: We’ll look into what went wrong
- Resolution: We’ll let you know what we’ve done to fix it
For more complex cases, we may need to involve other teams. If that happens, we’ll keep you updated throughout the process.
If You're Not Satisfied
If you’re unhappy with the outcome of your complaint, you have the right to escalate it. You may contact:
- Care Quality Commission (CQC)
- Your local authority
- The Ombudsman