Complaints Procedure
Last updated: July 2026
Our promise
We aim to resolve complaints fairly, promptly and transparently. We learn from complaints and use them to improve.
How to complain
Stage 1 — contact us at complaints@trmn.co.uk with details of your concern. We acknowledge within 3 working days and aim to resolve within 15 working days. Stage 2 — if you remain dissatisfied, ask for a review by the Chief Operating Officer, who will respond within 20 working days.
Independent escalation
If you remain dissatisfied after Stage 2, you may refer to: (a) for consumer complaints, the Chartered Trading Standards Institute Alternative Dispute Resolution scheme; (b) for care quality concerns, the Care Quality Commission; (c) for data protection, the Information Commissioner's Office.
Vexatious complaints
We treat every complaint seriously. In rare cases where repeated contact becomes unreasonable, we will agree a contact plan with you to ensure your concerns are heard while protecting our staff.
Service users in regulated settings
Complaints about the care delivered by a provider should be made to that provider's complaints lead in the first instance. We can support you to do this if needed.
Questions? Email the relevant contact above.