Phone: +447449330034
E-mail Us: info@sunrisesanctuaryhc.co.uk
Phone: +447449330034
E-mail Us: info@sunrisesanctuaryhc.co.uk
Sunrise Sanctuary Healthcare Limited is committed to providing high-quality, safe, and compassionate care. Making a complaint helps us understand concerns, improve our services, and ensure that care is delivered fairly and respectfully.
We welcome feedback from service users, families, carers, and representatives and take all complaints seriously. Raising a concern will not affect the care or support you receive.
Complaints can be made by service users, their families, carers, or authorised representatives. Wherever possible, we encourage concerns to be raised directly with Sunrise Sanctuary Healthcare so they can be addressed promptly and locally.
You can submit a complaint using the online complaints form on this page or by contacting us via email:
complaints@sunrisesanctuaryhealthcare.co.uk
Please include as much information as possible to help us investigate your complaint fully.
Our complaints process is designed to be clear, fair, and transparent. It includes the following stages:
All complaints are handled confidentially and in line with relevant legislation, guidance, and best practice.
If service users, their families, carers, or representatives remain dissatisfied after Sunrise Sanctuary Healthcare Limited has completed all stages of its internal complaints procedure (including informal resolution, formal investigation, and final appeal), they have the right to escalate their complaint for independent external review.
In line with the Local Authority Social Services and NHS Complaints (England) Regulations 2009 and Care Quality Commission (CQC) guidance, complaints should normally only be escalated outside the organisation once the provider has been given a full and fair opportunity to investigate and respond.
This approach ensures that concerns are addressed at the most local level possible and that learning and service improvement can take place promptly.
Service users may escalate their complaint to the Local Government and Social Care Ombudsman (LGSCO) once the internal complaints process has been completed. The Ombudsman provides a free, independent service for reviewing complaints about adult social care services in England, including privately arranged care. The Ombudsman will consider whether the provider has had a fair opportunity to respond before taking action.
Local Government and Social Care Ombudsman
PO Box 4771
Coventry
CV4 0EH
This form can be used to submit a complaint about Sunrise Sanctuary Healthcare services.
If your concern relates to immediate risk or safeguarding, please use the Safeguarding Reporting section instead.
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