Customer Feedback and Concerns

At ICSL, we are committed to delivering our best for the individuals we support and collaborate with, aligning our actions with our purpose and values. We actively welcome and encourage feedback from all our stakeholders as it plays a crucial role in our continuous improvement efforts.
To share your feedback, you have several options:

Speak to us in person
Call us
Email us
Send us a written message

Complaints

If there is something that has left you dissatisfied with our services, we want to hear about it. Many concerns can be addressed swiftly and informally, or you can choose to initiate a formal complaint.

Regardless of the nature of your complaint, we prioritise your concerns. We aim to resolve issues promptly, involve you in the process when appropriate, and keep you informed throughout.

Formal Complaint Process

Complaints can be made either verbally or in writing by the service users, someone acting on their behalf, an advocate, relative, or even a Member of Parliament.

Typically, complaints need to be filed within 12 months of the incident or concern. However, this time limit can be waived under two conditions: firstly, if it is still feasible to investigate the complaint (meaning relevant records are available and the individuals involved can be questioned), and secondly, if the complainant can show a reasonable cause for the delay in making the complaint.

After a thorough investigation of a complaint, ICSL issues a response letter containing clear and concise presentation of findings for each issue, and a conclusion indicating whether the issue is upheld, partially upheld, or not upheld (including reasons if the complaint is ineligible).

The letter also explains the outcome, any remedial actions or lessons learned from the investigation, and includes an apology if the complaint is upheld and faults are identified. Additionally, the letter informs the complainant of their right to escalate the matter to The Local Government and Social Care Ombudsman if unsatisfied. The complaint process is considered closed once the complainant is satisfied with the outcome. If dissatisfaction persists, ICSL will assist in accessing further support.