Complaints Procedure

QM2 External Complaints, Suggestions and Compliments Policy and Procedure







If you wish to make an informal complaint please contact Head Office in the first instance, who will ensure that the relevant person receives the details of your complaint.

The relevant person should be able to resolve the issue for you.


If the issue is not resolved fully to your satisfaction, you can ask that the matter be referred to the Registered Manager or the Director.

If the issue is still not resolved fully to your satisfaction, you can make a formal complaint.



If you would like to make a formal complaint you should make the complaint in writing to the Registered Manager or the Director.


The Registered Manager or the Director will register the complaint and provide you with an acknowledgement of the complaint within 3 working days.


The Registered Manager or the Director will inform you of any developments, actions taken and outcome of the complaint in writing within 28 working days.


If you are still not satisfied with the procedure, you can take your complaint further. By sending your complaint to CQC, Social Services, or the Local Government Ombudsman.


Contact details for the Local Government Ombudsman:

Telephone:                0300 061 0614



Complaints to the Local Government Ombudsman must usually be made within twelve months.


A Chance for Life Ltd will always aim to resolve your complaint/s in-house. If you are not fully satisfied, you can contact any employee in person/ by letter/or telephone.

Alternatively, you can contact:

Adult Social Care Out of Hours telephone: 01228 526690

If you have concerns about a child in Cumbria, telephone 0333 2401727.

Email:, or,


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May 22 2024

Alpacas arrive at Owl Barn

We are thrilled to welcome 5 very special new additions to our team at Owl Barn. Our friendly, halter-trained alpacas have lots of experience with children and adults with physical, neurological and learning disabilities and will be a great addition to our therapeutic recreation programme. To learn more about the service we offer at Owl […]

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Oct 23 2023

Super 20 Challenge raises £2217 for The Great North Air Ambulance Service

We’re delighted to share that our team have smashed the fundraising challenge we set ourselves to mark our 20th anniversary, raising £2217  for the Great North Air Ambulance with a series of weird and wonderful individual and group challenges, culminating in a relay with staff, clients and families at Watchtree Nature reserve. Some of our […]

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Jul 19 2023

Sports Massage now available at Neurocare

We are delighted to announce that we are now offering Sports Massage through our Neurocare Physiotherapy service. Rachel Jones, our latest addition to the Neurocare Physiotherapy team, is both a specialist neurological physiotherapist AND a qualified sports massage therapist and will be offering this service from our Kendal clinic. Sports massage can be hugely beneficial […]

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