Compliments, concerns and complaints

Your feedback helps us improve. We take every concern seriously and deal with complaints openly and fairly.

Last updated: 23 September 2026

Raising a concern

If you are unhappy with any part of our service, please tell us. Many concerns can be resolved quickly by speaking to your care worker or to our office team on 0330 133 4551.

Raising a concern will never affect the care you receive.

Making a formal complaint

You can make a complaint by phone, by email to info@nicolehealthcare.com, or in writing to the Registered Manager at Nicole Healthcare Services Limited, 45a High Street, Stony Stratford, Milton Keynes MK11 1AA. A family member, friend or advocate can also complain on your behalf with your permission.

What happens next

We will acknowledge your complaint within 3 working days
The Registered Manager, or a senior member of staff, will look into it fully and fairly
We will keep you updated and aim to give you a full written response within 20 working days
If we need more time, we will explain why and agree a new timescale with you
Where things have gone wrong, we will apologise and explain what we will do to put things right

If you are still not satisfied

If you have received our final response and are still unhappy, you can contact:

The Local Government and Social Care Ombudsman (for privately and council-funded care): lgo.org.uk or 0300 061 0614
The Parliamentary and Health Service Ombudsman (for NHS-funded care): ombudsman.org.uk or 0345 015 4033
Milton Keynes City Council if your care is arranged by the council

You can also share your experience with the Care Quality Commission (CQC) at cqc.org.uk. The CQC does not investigate individual complaints, but uses feedback to inform its inspections.

Compliments

We love hearing when things have gone well. Compliments are shared with the team and help us understand what matters most to the people we support.

Questions about this page?

Call us on 0330 133 4551 or send an enquiry and a member of our team will help.