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The Fremantle Trust strives to ensure that the quality of our services continuously improve. As part of our quality assurance, we have a formal process for complaints and compliments, called ‘Fremantle Feedback’.

Our commitment to you

The people in our care are at the heart of everything we do and we want to ensure their experience of The Fremantle Trust services is the very best it can possibly be. We are dedicated and committed to promoting the independence, rights, wishes, desires and lifestyle choices of everyone who uses our services, and strive to deliver exceptional care and support through our professional and highly-skilled team. We will listen to the views and concerns of every single person we care for; involve them, and their families, carers and friends, in any decision-making about the type of care and support they need. For us, it’s about celebrating the uniqueness of each individual and our services, and the way in which we provide care centred around them.

About ‘Fremantle Feedback’

It’s very important for us to ensure we are readily available to hear about any complaints, comments, suggestions and compliments from individuals and their loved ones, and that a variety of communication channels are open and easily accessible to them. We want everyone we support to understand that they can talk to us, wherever and whenever they need to. We don’t need to have complaints in writing, just come and speak to us – we want to hear from you! We much prefer the more personal approach as we are sure you do too.

Working together

  • Tell us when you think we’ve got things wrong, so we can work together to put them right
  • If you’re not sure about something, we want you to ask, so we can give you the answer
  • If you have an idea to improve Trust services, we would be delighted to hear from you
  • If you think we are doing well, praise is always welcome
  • If you wish, we will arrange for an advocate to act on your behalf

We promise to:

  • Listen carefully and treat you respectfully
  • Communicate with you in a sensitive, fair and timely way
  • Explain how we intend to resolve the complaint, and the likely timescale involved
  • Investigate thoroughly and whenever possible have complaints reviewed by someone not involved in the events leading to the complaint
  • Reply honestly and openly
  • Do our utmost to put things right, if they have gone wrong
  • Apologise if we have made a mistake
  • Not discriminate against anyone making a complaint

How to feedback and what will happen

There are two ways in which you can feedback to the Trust:

  • By talking to any member of the team (or asking a friend or relative to do so, if you prefer) Notes of the points raised will be recorded in the ‘Feedback’ file, which is kept in every service, and accessed by the Service Manager
  • Action will be taken as necessary and we will keep individuals informed of progress
  • We will endeavour to resolve complaints within 28 working days as far as is reasonably practical
  • A record of outcomes will be kept


  • By talking directly to the Service Manager (or asking a relative or friend to do so). To make an appointment with the Service Manager, ask any team member, or get in touch by phone, or email
  • You may make your points in writing if you wish to
  • What you say will be noted in the ‘Feedback’ file
  • Action will be taken as necessary and we will keep you informed of our progress
  • We will endeavour to resolve complaints within 28 working days as far as is reasonably practical
  • A record of outcomes will be kept

If you are not satisfied with the outcome via either of the above routes, please feel free to get in touch with us directly via:

Caroline Dunagan, Director of Operations, The Fremantle Trust, FREEPOST (RSCJ-ELUZ-ZKUE) Aylesbury HP19 8RS.  Telephone: 01296 393000 or email:


We aim to resolve all complaints as quickly as possible, taking into consideration the time it may take to speak to all the people involved. We will always respond to complaints initially within 5 working days. We aim to resolve all complaints within 28 days whenever practicable.

If you are not satisfied with The Fremantle Trust’s final response you may contact a number of external organisations:

The Local Government Ombudsman, PO Box 4771, Coventry CV4 0EH
Phone: 0300 061 0614  Web:

Compliments & Complaints Team, Freepost RRBS-EBKU-LJXR, Buckinghamshire County Council, County Hall, Aylesbury HP20 1UA Tel: 01296 387844 Email:

Parliamentary Health Service Ombudsman (NHS Funded Residents)
Tel: 0345 015 4033 Web: