Complaints, Feedback & Compliments

At COPE, we are committed to delivering a high standard of service and providing a positive experience for our customers, employees and service users. We value all feedback and use it to continually improve the quality of our services.

Whilst we always aim to provide an excellent service, we recognise that there may be occasions when we do not meet expectations. If this happens, we want to hear from you. Complaints help us understand where things may have gone wrong, investigate concerns fairly and transparently, and identify opportunities for improvement.

How to Contact Us

You can submit a complaint, provide feedback or share a compliment by emailing: feedbacktocope@copeohs.com

What Happens Next?

Once we receive your complaint:

• We will acknowledge your complaint within 3 working days.
• We aim to investigate and provide a response within 20 working days.
• If further investigation is required, we will keep you informed throughout the process.

We will always aim to handle concerns fairly, consistently and confidentially.

Complaints Policy

For full details of our complaints process, including appeals and escalation arrangements, please download our Complaints, Feedback & Compliments Policy.