Complaints Procedure

How to complain

Email support@ownway.uk and say that you would like to make a complaint. You can complain yourself or ask someone you trust to help you. If you need information in a different format, tell us and we will make a reasonable adjustment where we can.

What to include

Please tell us what happened, when it happened, who was involved if known, how it affected you and what you would like OwnWay to do. You do not need to use formal language or know which policy applies.

Acknowledgement

OwnWay aims to acknowledge a complaint within 3 working days.

Review and response

We will review relevant records, speak to the people involved where appropriate and keep the complainant updated if more time is needed. OwnWay aims to provide a full response within 20 working days. Complex safeguarding, employment or external investigations may take longer.

If you are unhappy with the response

You can ask for a review. Where possible, the review will be completed by someone who was not responsible for the original decision. If OwnWay is still very small and an independent internal reviewer is not available, we may use an appropriate external adviser.

Safeguarding, crime and emergencies

A complaint does not replace emergency or safeguarding action. Call 999 where someone is in immediate danger. Safeguarding concerns are handled under the OwnWay Safeguarding Adults Policy and may be referred to West Sussex Adult Social Care or the Police.

Privacy complaints

Privacy concerns can also be raised with OwnWay at support@ownway.uk. People have the right to complain to the Information Commissioner's Office about data protection matters.

No disadvantage for speaking up

Customers, family members and employees will not be treated unfairly for raising a genuine concern or complaint.

Learning

OwnWay records complaint outcomes and reviews themes so that policies, training and service delivery can be improved.

Last updated: 22 August 2026.