Complaints & Feedback

Last updated: 10 August 2026

Our commitment

At Busydays Daycare, we value the views and experiences of the people who use our service, their families, carers, representatives and other people we work with.

We welcome feedback, suggestions and compliments, as well as complaints. Feedback helps us understand what we are doing well and identify where we can improve.

We take all concerns and complaints seriously and aim to deal with them fairly, respectfully and as promptly as possible.

How can I raise a concern or make a complaint?

If you are unhappy with any aspect of our service, we encourage you to tell us as soon as possible so that we have the opportunity to understand what has happened and, where appropriate, put things right.

You can raise a concern or make a complaint by:

Email: hello@busydays.co.uk
Telephone: 07904 563794

You can also write to us at:

Busydays Daycare
Queens Park Community Hub
South Park
Lincoln
LN5 8EW

If you prefer, you can speak directly to a member of the Busydays team.

Where possible, please provide details of what has happened, when it happened, who was involved and what you would like us to do to resolve the matter. You do not need to use any particular format or wording to make a complaint.

Support with making a complaint

We recognise that making a complaint may not always be easy, particularly for someone who may require additional support.

You may ask a family member, friend, carer, advocate or another person you trust to help you make a complaint or to communicate with us on your behalf.

We will make reasonable adjustments where necessary to help people access our complaints process and communicate their concerns.

What happens after I make a complaint?

We will acknowledge your complaint and make sure it is considered by an appropriate member of the Busydays team.

We will aim to:

• Understand what has happened from your perspective;

• Investigate the concerns raised fairly and appropriately;

• Speak to relevant people where necessary;

• Explain the outcome of our investigation;

• Apologise where we have made a mistake or where something has gone wrong; and

• Identify any improvements that may help prevent a similar issue from happening again.

We will aim to respond as promptly as possible. If a complaint is more complex and requires additional time to investigate, we will explain this and keep you informed.

Confidentiality

We will treat complaints sensitively and respect the privacy of everyone involved.

Information will only be shared with people who need it for the purpose of investigating and responding to the complaint, or where we are legally required to share it.

Will making a complaint affect the service I receive?

No.

Nobody should be treated unfairly or disadvantaged because they have raised a genuine concern, provided feedback or made a complaint.

We want people to feel able to tell us when something has gone wrong so that we can listen, learn and improve.

What if I am still unhappy?

We will always try to resolve complaints directly with the person who has raised them.

If you remain dissatisfied after we have responded to your complaint, please let us know so that we can consider whether any further action is appropriate.

Where your complaint relates to adult social care services commissioned or arranged by Lincolnshire County Council, you may also have the right to use Lincolnshire County Council's statutory adult social care complaints process. Lincolnshire County Council currently provides a two-stage process for adult social care complaints, followed where appropriate by the Local Government and Social Care Ombudsman.

You can find information about making a complaint to Lincolnshire County Council through its website:

Lincolnshire County Council – Make a complaint

If your concern relates to safeguarding or the immediate safety or wellbeing of an adult, it should be raised through the appropriate safeguarding route rather than waiting for the normal complaints process. Lincolnshire County Council provides specific routes for reporting adult safeguarding concerns.

Learning from complaints

We see complaints as an opportunity to learn and improve.

Where appropriate, we will use feedback and complaints to review our practices, identify improvements and help ensure that the services we provide continue to meet the needs of the people we support.