Making a complaint

Focus Connect is committed to providing the best possible service but we know things don’t always go the way they should. When this happens we want you to tell us. In our "Making a Complaint" brochure (see below) you will find information about how to make a complaint, including what you can do if you are not satisfied with the way we handle your complaint.

You can make a complaint yourself or your partner, family member, friend, carer or anyone else you chose can make and manage a complaint on your behalf.

How we deal with a complaint

We will contact you within 5 days of receiving your complaint. The investigation of your complaint may take some time but we will endeavour to have it resolved within 25 days and we will keep you informed of the progress of your complaint. Once our investigation is complete you will be contacted about our findings and you will have the opportunity to comment and provide feedback.

Important things to remember


There are several different ways you can make a complaint.

You can:

Note - The translate button on our website will change to language to your preferred one. You can also submit all written complaints in your preferred language.

Complaints Guarantee

Who you can contact if you are not satisfied with the way your complaint was handled?

If you are not happy with the way we handled your complaint, or you wish to appeal the outcome of your complaint, you can ask for the decision to be reviewed. You are also able to contact any of the agencies listed on the Making a Complaint brochure, or the It's Okay to Complain flyer below.

DOWNLOADS Its okay to complain - easy read v6 Making a complaint v7