Complaints Procedure

Last updated: July 2026 · Version 1.0

We want to hear from you if something isn't right. Raising a concern helps us put things right for you, and helps us improve care for everyone we support.

1. Our commitment

Every complaint is taken seriously, handled without judgement, and will never affect the quality of care you or your family member receives. You can raise a concern on behalf of yourself or someone you care for.

2. Step 1 — Talk to us informally

Many concerns can be resolved quickly by speaking directly with your carer's coordinator or our office team. We'd encourage this as a first step wherever you're comfortable doing so.

3. Step 2 — Make a formal complaint

If you'd prefer, or if the issue isn't resolved informally, you can make a formal complaint by:

• Emailing [email protected] with "Complaint" in the subject line;
• Calling us on [PHONE NUMBER]; or
• Writing to us at [OFFICE ADDRESS / EIRCODE].

We aim to acknowledge every formal complaint within 2 working days, and to provide a full response within 20 working days — or sooner wherever possible. If an investigation needs longer, we'll explain why and keep you updated.

4. Step 3 — If you're not satisfied

If you remain unhappy with our response, you can escalate your complaint to the relevant HSE service, or, once SolidRock is a HIQA-registered provider, to the Health Information and Quality Authority (HIQA). Where a complaint relates to a data protection matter, you may also contact the Data Protection Commission.

5. Safeguarding-related concerns

If your concern relates to the safety or welfare of a vulnerable adult, please also see our Safeguarding Statement — these concerns are escalated immediately and handled with particular care.

6. Learning from complaints

We log and review complaint themes as part of our quality assurance process, so that individual concerns also help us improve care more broadly.