If something isn't right, tell us.
We want it to be easy to raise a concern. A complaint helps us learn and put things right, and making one will never affect anyone's place at OMAS.
Draft, awaiting confirmation by OMAS. Last updated 3 October 2026
How to complain
Talk to any member of the team, or email info@omasuk.co.uk, ring 0161 531 3233, or send a WhatsApp to 07741 500130. You can also write to us.
You can complain in person, by phone or in writing, and on someone else's behalf. We treat every route the same way.
If you need help to make a complaint, we will help you find an independent advocate.
Our timescales
We hold ourselves to these:
- We acknowledge every complaint within 3 working days.
- We aim to investigate and reply in writing within 28 days.
- If it will take longer, we tell you why and when to expect an answer.
- One named person looks after your complaint from start to finish.
Stage one: talk to us
Most things are best sorted directly and quickly. We will look into it, talk it through with you and tell you what we are doing about it.
Stage two: the funder
If your place is funded by a council or health body and you are still unhappy, you can complain to them. Your social worker can tell you how.
Stage three: the Ombudsman
If you are still not satisfied, the Local Government and Social Care Ombudsman can look at complaints about adult social care: lgo.org.uk or 0300 061 0614.
Safeguarding
If you think someone is at risk of harm or abuse, don't wait for a complaints process. Contact the adult safeguarding team at your local council, or ring 999 if someone is in immediate danger. We will always support a safeguarding referral, including one made about us.