Our commitment
Bubble Fresh (Bubblefresh Limited, company number 12691029) is committed to providing a high standard of service. If something goes wrong or you are not satisfied with any aspect of our work, we want to hear about it. We treat all complaints seriously and see them as an opportunity to put things right and improve. Making a complaint will never affect the service you receive from us. We will not treat you any differently because you have raised a concern.
What is a complaint
A complaint is any expression of dissatisfaction about our service, our staff, or any aspect of your experience with Bubble Fresh. It can be made by a client, a family member, a carer, a council officer, a referrer, or any other person affected by our work. A complaint is different from a general enquiry, a request for information, or a comment or suggestion. If you are unsure whether your concern is a complaint, contact us and we will help you decide the best way to take it forward. We ask that you raise complaints within 12 months of the event. If you have a good reason for complaining later, for example because you were unwell or did not become aware of the issue until later, we will use our discretion and may still investigate.
How to make a complaint
You can make a complaint by calling us on 01933 213045, by emailing puudrtfnimtevgzkajgkcejiymuxqz@bvntuesobdntbzpmlzhoewyffqtnrxvcehdrswsrhfnv.cevcecvozzp.lnuulaekfrz, or by writing to us at Bubblefresh Limited, 6 Carnegie Street, Rushden, Northamptonshire, NN10 9SN. If you are deaf, hard of hearing, or have a speech impairment, you can call us through Relay UK by dialling 18001 then 01933 213045. You can complain in person, by phone, by email, or in writing. You can also ask someone else to complain on your behalf. To help us investigate, please tell us the date and location of the service, what happened, who was involved, and what outcome you would like. You do not need to put your complaint in writing if you would prefer not to — we will record it for you.
Help and support
We understand that making a complaint can feel difficult, especially if you are in a vulnerable situation. If you need help or support to make a complaint, we can assist you directly, explain the process step by step, help you put your concerns into words, or help you access independent advocacy services through your local council. If you need information about this procedure in a different format, such as large print, Easy Read, or over the phone, contact us and we will provide it. You can also make a complaint anonymously. We will investigate anonymous complaints as far as we are able, but it may be more difficult to resolve the matter or give you feedback if we cannot contact you.
Stage 1: Your complaint
We will acknowledge your complaint within 2 working days. We will assign a named person to investigate your complaint and tell you who they are. The investigator will look into what happened, speak to the people involved, and review any relevant records, including body-worn camera footage where available and relevant to the complaint. We aim to provide a full written response within 10 working days. If the investigation needs more time, we will let you know and give you a revised date. Our response will explain what we found, what we have done or plan to do about it, and whether we uphold your complaint.
Stage 2: Internal review
If you are not satisfied with the outcome at Stage 1, you can ask for your complaint to be reviewed internally. To request a review, contact us within 20 working days of receiving our Stage 1 response. The review will be carried out by a person who was not involved in the original investigation. We aim to complete the review and send you a written response within 20 working days. The review will consider whether the original investigation was thorough and fair, whether the outcome was reasonable, and whether any further action is needed.
Stage 3: External escalation
If you remain dissatisfied after Stage 2, you can take your complaint to an external body. For general service complaints, contact the Local Government and Social Care Ombudsman (LGSCO) at lgo.org.uk or by phone on 0300 061 0614. The LGSCO can investigate complaints about care and support services. For council-referred services, you may also raise your complaint directly with the referring council. For data protection complaints, contact the Information Commissioner's Office (ICO) at ico.org.uk or by phone on 0303 123 1113. For concerns about discrimination, contact the Equality Advisory Support Service (EASS) at equalityadvisoryservice.com or by phone on 0808 800 0082.
Resolution
We will work with you to find a fair resolution. This may include an apology, an explanation of what went wrong, a remedial action to put things right, or a change to our procedures to prevent it from happening again. We carry out root cause analysis on all complaints to identify underlying issues. Where a complaint is upheld, we will tell you what we are doing to prevent the same problem in future.
Complaints that raise safeguarding concerns
If a complaint raises a safeguarding concern about a vulnerable adult, we will immediately escalate it through our Safeguarding Policy alongside the complaints process. We will notify the Designated Safeguarding Lead (DSL), Lance James, who will assess whether a referral to the relevant local authority adult safeguarding team is required. Safeguarding takes priority over the complaints procedure. We will keep you informed about the progress of your complaint, but we may not be able to share details of any safeguarding investigation.
Council referral complaints
If your service was arranged through a council referral, you may also raise your complaint directly with the referring council at any stage. Where a complaint relates to a council-referred service, we will notify the referring council's commissioning team within 2 working days of receiving the complaint. We will share the outcome of our investigation with the council once complete and cooperate fully with any council investigation. We maintain a complaints register and report complaint data, including volumes, categories, outcomes, and trends, to council partners as part of our quarterly performance reporting.
Complaints about the Director
If your complaint is about the Director, Lance James, you can raise it by emailing rnzpeqkepurrodtfrfxgtoiqqz@byikuqaybujlbcsgldnqeuiyfzznrjxgesuusvbshkqx.iricnakooql.yefusqskvqy or by writing to Bubblefresh Limited at the address above, marked 'Private and Confidential'. Your complaint will be handled by our independent HR adviser, who will investigate and respond following the same timescales as this procedure. You may also raise concerns through our Whistleblowing Policy or directly with an external body listed under Stage 3.
Data protection complaints
If your complaint relates to how we handle your personal data, see our Privacy Policy for information about our data protection complaints procedure. You can also contact our Data Protection Officer at pnpvrscniazuvwuqahhickhuyvvnqz@bgkdurctbvglbwurlnfvesahfulmrbdmegmsseuthtgd.qbgcravojpn.vfoukrgkkrd or complain directly to the Information Commissioner's Office (ICO).
Confidentiality and records
We handle all complaints in confidence. We share information about your complaint only with the people who need to know in order to investigate and resolve it. We keep a record of every complaint we receive, including the date it was received, a summary of the complaint, the stages completed, the outcome, and any actions taken. Complaint records may contain personal data, which we process on the basis of legitimate interests under Article 6(1)(f) of UK GDPR (improving our services and managing complaints). We retain complaint records for 6 years in line with the Limitation Act 1980. You can request access to records relating to your own complaint through your data subject rights — see our Privacy Policy for details.
Learning from complaints
We treat complaints as an important source of feedback. The Director reviews complaint trends quarterly to identify patterns and areas for improvement. Where a complaint reveals a gap in our procedures, training, or standards, we take action to close it. We share lessons learned with the team through briefings and updated procedures. We report complaint data and improvement actions to our council partners as part of our quarterly performance reporting.
Unreasonable complaint behaviour
We are committed to dealing with all complaints fairly and thoroughly. However, we reserve the right to limit our response where a complaint is made repeatedly about the same issue that has already been fully investigated and resolved, where a complainant uses threatening, abusive, or discriminatory language towards our staff, or where demands are made that are clearly unreasonable or disproportionate. In these cases, we will explain our decision in writing and tell you how to take your complaint to an external body if you wish. We will never restrict access to the complaints procedure because of the nature or frequency of complaints alone, and any decision to limit contact will be reviewed by the Director. Safeguarding concerns are always investigated regardless of the behaviour of the person raising them.
Changes to this procedure
We may update this complaints procedure from time to time. Any changes will be posted on this page with an updated date. Where we make material changes, such as changing the timescales or stages, we will highlight those changes clearly.
Review
The Director, Lance James, reviews this procedure annually. Last reviewed: February 2026. Next review due: February 2027.