At The Owl Centre, we are driven by a shared purpose: changing lives to flourish and thrive. Our vision, mission and values guide everything we do – from how we deliver care, to how we listen and respond when something hasn’t gone as expected. We aim to provide a service that is compassionate, person-centred, and consistently high quality.
However, we recognise that sometimes things don’t go to plan, and we also want to make sure we are always improving.
Your feedback matters to us. It helps us learn, improve, and continue to deliver care in a way that reflects our commitment to working as one team, with reliability, creativity and passion. We will always handle concerns and complaints fairly, openly, and respectfully.
Raising a concern
Often, issues can be resolved quickly without needing a formal complaint. A concern is a worry or question where you are seeking reassurance, clarification, or a quick resolution.
In line with our values, being open, collaborative, and supportive, we encourage you to speak directly to your clinician
We will always aim to listen, understand your experience, and resolve concerns as quickly as possible.
Making a complaint
A complaint is an expression of dissatisfaction where you are seeking a formal response or resolution.
You can make a complaint:
- By CLICKING HERE
- By telephone via 01242 571883
- In writing to The Owl Centre, Sycamore Suite, Caerleon House, Mamhilad Park Estate, Pontypool, Torfaen, NP4 0HZ
If you need support to raise your complaint, we will help you — ensuring everyone has access to a fair and transparent process.
Who can make a complaint?
A complaint can be made by:
- A client
- A parent or carer
- A representative acting on behalf of a client (with appropriate consent)
Our approach
Our complaints process reflects how we work every day:
- One Team – We work together to understand what happened
- Reliable – We respond consistently and within clear timeframes
- Creative – We look for meaningful solutions, not just quick fixes
- Passionate – We care about getting this right for you
These values underpin how we investigate and respond to every complaint.
Our complaints process
We use a three-stage process to ensure complaints are handled thoroughly and fairly.
Stage 1: Informal resolution
- Acknowledgement within 2 working days
- Aim to resolve within 15 working days
- May involve discussion, clarification, or an informal meeting
Most concerns and complaints are resolved at this stage.
Stage 2: Formal investigation
If you are not satisfied, you can request a formal investigation.
At this stage:
- Acknowledgement within 5 working days
- Investigation by a Senior Leader
- Review of records and discussions with those involved
- Written outcome within 15 working days (or agreed timeframe)
You will receive:
- A clear outcome (upheld, partially upheld, or not upheld)
- Any actions we will take
- Next steps if you wish to escalate
Stage 3: Appeal and review
If you remain dissatisfied:
- You can request an appeal within 15 working days
- An independent review will be carried out
- A panel may be convened, and you may bring a supporter
- A final written outcome will be provided
This is the final stage of our internal process.
Timeframes
- Complaints should usually be raised within 3 months of the issue
- If delays occur, we will keep you informed and agree revised timeframes
Confidentiality
We treat all complaints with strict confidentiality and in line with data protection requirements.
Information will only be shared with those involved in reviewing and resolving your complaint.
Safeguarding
If your concern relates to the safety or wellbeing of a child or adult at risk, we will prioritise this and act in line with our safeguarding responsibilities.
After our process
If you remain dissatisfied after completing our complaints process, you may wish to contact an external organisation such as:
- Your local Integrated Care Board (ICB) or Patient Advice and Liaison Service (PALS)
- The Care Quality Commission (CQC)
- The Information Commissioner’s Office (ICO) (for data-related concerns)
Unreasonable or persistent complaints
We are committed to listening and responding respectfully.
However, behaviour that is abusive, threatening, or persistently disruptive may result in reasonable limits being placed on communication to protect our staff.
Contact Us
To raise a concern or complaint:
Speak to your clinician, or complete our Complaints Form below.
