Complaints & Compliments

We truly appreciate your feedback, be it comments, complaints, or suggestions about our work at Seven Steps Support Ltd.

Our goal is to provide exceptional services, but we understand that sometimes things might not go as planned, and you may need to share a complaint with us. If you’re unhappy with any aspect of our services, we want to hear about it so we can make things right and learn from our mistakes.

We also love hearing about the positive experiences you’ve had with us, as it helps us improve and share good practices across all our work.

How to share your feedback or make a complaint:

Feel free to share your concerns or positive feedback with the person you’ve been working with, and they’ll do their best to address the issue. Our staff can also submit complaints personally or anonymously through our staff portal app.

We’ll acknowledge your feedback or complaint within 3 working days. Afterward, we aim to provide you with a full written response within 10 working days.

If you’re uncomfortable discussing your complaint with the staff member you’ve been working with, you can reach out to the manager of Seven Steps Support Ltd, who will follow the same process with you.

In case we can’t resolve your complaint within the mentioned timeframe for a legitimate reason, we’ll keep you informed throughout the process. Our goal is to reach a timely resolution for everyone involved.

If you’re still unhappy and your complaint remains unresolved, please inform the social worker or social work team you’ve been working with, and they will review your complaint. This will then follow the Council’s Complaints, Comments, and Compliments process.

You can share your feedback or complaint with us in person, by letter, email, through the staff portal, or over the phone.