It really matters to us that we provide excellent support to everyone, and we try hard to get it right every time. That’s why we want to hear from you. You can tell us how we did through our online feedback form.

We also know there will be times when things haven’t gone the way people had hoped.  When that happens, we want to hear about it, learn from it, and do everything we can to make it right. That’s why this section also includes information on how to make a complaint.

I want to give you some general feedback

Tell us how we did

I want to make a complaint

Making a complaint

Often, complaints can be resolved quickly by working with the manager responsible for the service the complaint relates to.  You can do this by contacting the manager directly. 

If you don’t have their details, get in touch with us and we’ll connect you with the manager. 

You can call us on 0131 475 2380 or email us on either   

The aim here is to provide a quick response which ensures the issues are dealt with and you are satisfied that they are resolved. Our hope is that for more straightforward issues, this process will allow things to get back on track quickly and smoothly.

We would expect this process to be completed within 8 working days from the date of receipt of the complaint.

There may be times however where you would prefer, or it feels more appropriate to raise the complaint more formally such as:

  • if you have raised the issue with the manager but you are not satisfied with their response.
  • the issue you wish to raise is a very serious one, for example where someone may be at risk of harm.
  • your concerns are related to the manager of the service.

 You may raise a complaint at any time with Penumbra’s Complaints Officer.

You can contact the Complaints Officer by email, in writing or by telephone:

The Complaints Officer, Penumbra, Norton Park, 57 Albion Road, Edinburgh, EH7 5QY

0131 475 2380

Welcome to our online self-referral form. Please complete as much of this form as possible. Once we receive your form, we aim to respond within 72 hours. Thank you.

Please complete Section A (details of the person you are referring) and Section B (your own details as the referrer)

Once we have your form, our team will aim to contact the person you’re referring within 72 hours. Thank you.

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We will do the right thing. Standing up for people, their rights, wellbeing and recovery


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