Complaints Procedure
How to raise a concern about PRC, what we will do about it, how long it will take, and where to go if you are still not satisfied.
Status of this page
Derived from PRC’s Complaints and Compliments Policy, version 1.1, effective 14 April 2026 (review due 14 April 2027). The timescales, contact details and escalation routes below are taken from that approved policy. No timescale on this page has been invented. PRC should confirm this public wording before the site goes live.
We want to hear from you
PRC values feedback from service users, families, carers, staff, professionals and stakeholders. Complaints, concerns, comments and compliments help us understand people’s experiences, resolve concerns promptly, and improve the quality of our services.
PRC is committed to ensuring that no person is treated unfairly or disadvantaged because they raise a concern, complaint or compliment.
What counts as a complaint
A complaint is any expression of dissatisfaction or concern about PRC’s services, whether justified or not. A complaint may relate to:
- The quality of care, assessment, treatment or support provided.
- Communication with staff or clinicians.
- Delays, cancellations, appointment arrangements or administrative processes.
- The behaviour, conduct or attitude of staff.
- Accessibility, confidentiality, dignity, equality or appropriateness of services.
- Any matter where a person feels PRC has not met expected standards.
Who can complain, and by when
A complaint can be made by a service user, parent, carer, advocate, representative, professional or stakeholder. Complaints may be made verbally, by email, in writing, or through a representative where consent has been provided.
Complaints should normally be raised as soon as possible and ideally within 12 months of the event, or within 12 months of you becoming aware of the concern. PRC may consider complaints outside this period where there is a valid reason and it remains possible to investigate the matter fairly.
How to make a complaint
- Complaints email: manager@progressiverecoverycare.co.uk
- General enquiries: info@progressiverecoverycare.co.uk
- Telephone: 07932 153 377 or 07932 153 378
- Post: 35 Turnells Mill Lane, Denington Industrial Estate, Wellingborough, NN8 2RN
Please do not include detailed medical information in an email or web form. Tell us enough to identify you and the concern, and PRC will arrange a secure route for anything sensitive.
What happens next
- Acknowledgement — PRC will acknowledge receipt of your complaint within 3 working days.
- Initial review — the complaint is reviewed for any immediate safety, safeguarding, clinical, information governance or service continuity concerns.
- Investigation — an appropriate manager or senior staff member investigates. This may include reviewing clinical records, appointment records and communications, and speaking with relevant staff.
- Response — PRC will aim to provide a written response within 20 working days. If more time is needed, you will be told why and given an expected response date.
- Resolution and learning — where a complaint is upheld or partly upheld, PRC will explain what action will be taken and how recurrence will be reduced.
If you are not satisfied — appeals
If you are dissatisfied with the outcome, you may request a review or appeal. The appeal will be considered by the Managing Director, Registered Manager or another senior person who was not directly involved in the original investigation, wherever possible.
PRC will aim to provide a final response to an appeal within 20 working days. If this is not possible, you will be kept informed.
Support and advocacy
PRC recognises that raising a complaint can be difficult, particularly for children, young people, adults with additional needs, and families experiencing distress. You may ask a relative, carer, advocate, professional or representative to support you. PRC can provide information about advocacy support on request.
Confidentiality, safeguarding and candour
All complaints are handled confidentially and sensitively. Information is only shared with those who need to know in order to investigate and respond. Personal data is processed in accordance with the UK GDPR, the Data Protection Act 2018, and PRC’s Privacy Notice, Information Governance Policy and Confidentiality Policy.
If a complaint identifies a safeguarding concern, clinical risk, patient safety incident, data breach or serious incident, PRC will follow its safeguarding, incident management, information governance and Duty of Candour procedures. Where required, concerns will be escalated to the appropriate external body, such as local authority safeguarding teams, emergency services, the Care Quality Commission or the Information Commissioner’s Office.
External review
If you remain dissatisfied after PRC’s internal process, you may contact an external organisation, depending on the nature of the concern and how the service was funded or commissioned.
The CQC does not usually investigate individual complaints, but it can receive information about concerns relating to regulated care services.
Website: www.cqc.org.uk · Telephone: 03000 616161
For concerns about data protection or information rights.
Website: www.ico.org.uk
Where services are NHS-funded, local authority-funded or commissioned by another organisation, you may also contact the relevant commissioner.
Where applicable to NHS-funded healthcare complaints, after local resolution routes have been completed.