Compliments and Complaints

Whether we are doing something well or if you have comments or suggestions about the way we do things we value your feedback.

Feedback Form

Optalis strives to provide the best possible service. Your feedback will help us to make sure we get things right for you.

At Optalis we understand that creating a listening culture is of benefit to everyone. Listening and acting on the feedback we receive results in more relevant, responsive, effective services and leads to better outcomes for the people we support.

If you have a compliment, a complaint, or a comment about something we could do differently, we want to hear from you. Please speak to a member of staff or the manager of the service. Alternatively,

If you live in the Wokingham borough, and have feedback about the service you receive from us in the Wokingham borough:

If you live in the Royal Borough of Windsor and Maidenhead, and have feedback about the service you receive from us in Windsor or Maidenhead:

Help to make a complaint

If you want someone else, for example, a relative or friend, to complain on your behalf, we will work with them to resolve your complaint. However, we will need to check that this person can act as your representative.

If you need support to make your complaint we can advise about Advocacy services.

How we respond to your feedback

When you give us feedback we aim to act on the information you give us there and then. If you have supplied a compliment we will share it with our teams

If we cannot give you an immediate response

Compliments and complaints

We will acknowledge your feedback, in writing, within three working days.

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We will nominate a manager responsible for investigating the matter further.

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We will inform you of the investigation timescales (typically within 10 working days).

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We will provide you with a clear report detailing what we found and what action we will take.

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We will follow up with you to check that it was resolved to your satisfaction.

What if I’m not happy with the process?

If you are not satisfied with our handling of your complaint, you can take your complaint to the Local Government and Social Care Ombudsman. The Ombudsman is independent and the service is free and confidential.

Local Government and Social Care Ombudsman, PO Box 4771, Coventry, CV40EH,  www.lgo.org.uk

What if the service is regulated?

If your complaint is about a regulated service (e.g. a residential care home or reablement service) you can also contact the Care Quality Commission. We can advise you about how to do this.