Our Commitment

At Solenne Wellness, we are committed to delivering exceptional, person-centred support with professionalism, compassion, and integrity.
However, we recognise that there may be times when our clients or their families feel that expectations have not been fully met.
We value feedback of all kinds -including concerns -as an opportunity to listen, learn, and improve our service.

Making a Complaint

We want all clients to feel comfortable expressing any concerns or dissatisfaction with the support or service received. Complaints can be made by:

• The client receiving support

• A family member or representative

• A staff member or external professional on the client’s behalf

You can raise a complaint by contacting us via:
📧 Email: support@solennewellness.com
📞 Phone: 020 3051 6229
📮 Or in writing to your assigned support coordinator or to the Solenne Wellness office.

Please include:

• Your name and contact information

• The nature of the concern

• When and where it occurred

• Any specific staff or service involved

• The outcome you would like to see

How We Handle Complaints

1. Acknowledgement
We will acknowledge your complaint within 3 working days of receiving it.

2. Investigation
Your complaint will be fully and fairly investigated by a senior member of the Solenne Wellness team who is not directly involved in the issue.
We aim to resolve and respond in full within 14 working days. If more time is needed, we will keep you informed throughout.

3. Response
You will receive a written response outlining our findings, any actions taken, and what further steps are available to you if you remain dissatisfied.

Learning from Complaints

At Solenne Wellness, complaints are treated as a valuable opportunity to improve. Where appropriate, we will:

• Review and revise our policies or procedures

• Offer additional training or support to staff

• Strengthen communication with clients and families

• Make practical adjustments to improve client care

Confidentiality

All complaints are handled in a confidential, sensitive, and respectful manner.
Raising a concern will never affect the support you receive or how our staff treat you.
We comply fully with data protection and safeguarding legislation to ensure your privacy.