Compliments & complaints

It is always good to hear what we are doing well, and if there’s something that you feel we need to improve, please let us know so we can do better.
If you would like to leave us feedback, you can take our friends and family survey on our Feedback page.

How to get in touch

If something has gone wrong, please consider speaking to the service manager, who will try and resolve the issue.

If you would rather put your complaint in writing, or speaking to a manager has not resolved things please contact us:

Write to us
63 Downs Road, Belmont, Sutton, Surrey SM2 5NR
Email us

Please tell us:

  • your name and address;
  • a daytime phone number and preferred contact times;
  • a summary of the complaint;
  • the date of the incident;
  • the person or people involved;
  • how you think SMHF should resolve the situation.

What you can expect

We will acknowledge your written complaint within 3 working days, and aim to resolve the complaint within 20 working days.  If we can’t do this we will write to you to explain why.  Our full complaints procedure can be found below:
Complaints policy and procedures