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Complaints procedure
We want to get things right. If you are unhappy with any part of our service, please tell us, so we can put it right and learn from it. Raising a concern will not affect your care.
Last updated 10th October 2026
How to make a complaint
Send an enquiry
Say in your message that you are making a complaint.
Go to the formWrite to us
Complaints, The Dementia Service, 167-169 Great Portland Street, Fifth Floor, London, W1W 5PFWhat to tell us
- your name, and how you would like us to contact you
- what happened, and when
- what you would like us to do
You can complain on behalf of someone else, such as a parent you care for. We may need their consent to discuss their care with you.
What happens next
We acknowledge your complaint
Within three working days, and we tell you who is handling it.
We look into what happened
This may include talking to the people involved and reviewing records.
We send you a full written response
Within 25 working days. If we need longer, we tell you in writing why and when to expect it.
Our Registered Manager leads on complaints. A complaint about the Registered Manager goes to our Nominated Individual.
If you are not satisfied
Ask for a review
You can ask for our response to be reviewed by a senior member of staff who has not been involved. To ask, reply to our response or call us. Our Nominated Individual will then consider your complaint.
Independent review
We do not subscribe to the Independent Sector Complaints Adjudication Service (ISCAS), so there is no independent adjudication stage. You can ask a mediation service, such as the Centre for Effective Dispute Resolution (CEDR), to help. You can also take independent legal advice.
The Care Quality Commission
You can tell the Care Quality Commission about your experience. It cannot investigate or resolve individual complaints, but it uses what people tell it to help plan its inspections.
Give feedback to the CQCComplaints about your personal information
If your complaint is about how we have handled your personal information, you can also complain to the Information Commissioner's Office.
How to contact the ICOHow we learn from complaints
We review every complaint to see what we can improve. We keep complaint records for 10 years from when the complaint is closed, as our privacy notice explains.
Reviewed by Dan Brown, Director. Last reviewed 6th October 2026. Next review 6th October 2027.