Last updated: 27 October 2026
Tell us first
Most concerns are sorted out quickly by talking to us. You can raise a concern or make a complaint in whichever way suits you:
- Email contact@sovcare.co.uk with "Complaint" in the subject line.
- Write to: The Registered Manager, Sovereign Care, Durham Tees Valley Business Centre, Orde Wingate Way, Stockton-on-Tees, TS19 0GD.
- Tell any member of our team, or raise it with our manager during a visit or review.
Anyone can complain — the person receiving care, a family member, a friend, an advocate or a professional. Complaining will never affect the care someone receives.
What happens next
- We acknowledge your complaint within 3 working days and tell you who is looking into it.
- We investigate properly. Our manager looks at the care records, speaks to the people involved and, where helpful, meets you to understand what happened.
- You receive a full written response within 20 working days. If it is going to take longer — for example because it involves other organisations — we will tell you why and keep you updated.
- We learn from it. Every complaint is recorded, and we tell you what we have changed as a result.
If you are not satisfied with our response
You can take your complaint to the Local Government and Social Care Ombudsman, which investigates complaints about adult social care providers, whether the care is paid for privately or by a council. Visit lgo.org.uk or call 0300 061 0614.
If your care is arranged or funded by Stockton-on-Tees Borough Council, you can also complain to the council directly.
The Care Quality Commission does not investigate individual complaints, but it wants to hear about people's experiences of care, good or bad, and uses that information when it inspects providers. You can share your experience at cqc.org.uk/give-feedback-on-care or on 03000 616161.
Compliments and suggestions
We would love to hear those too. If a member of our team has done something well, please tell us at contact@sovcare.co.uk — we pass every compliment on.