Step 1: Informal Resolution

We encourage you to raise any concerns or issues informally in the first instance. This allows us to address your concerns quickly and directly.

1. Speak to Your Care Worker or Supervisor: If you have a concern about the care being provided, please speak to the care worker or their supervisor.

2. Provide Feedback: Let us know about the issue so we can try to resolve it immediately and make any necessary adjustments.

Many issues can be resolved through open communication and discussion at this stage.

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Step 2: Formal Complaint

If the issue cannot be resolved informally or you prefer to make a formal complaint, follow these steps:

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1. Submit Your Complaint:

   • In Writing: Send an email or letter detailing your complaint to [Insert Contact Email Address or Postal Address].

   • By Phone: Call us at [Insert Phone Number] and ask to speak with the complaints officer or manager.

   • In Person: Arrange a meeting with the relevant manager to discuss your concerns.

2. Provide Details: Include the following information in your complaint:

   • Your name and contact details.

   • The nature of the complaint, including dates, times, and specific concerns.

   • The name(s) of any staff involved (if applicable).

   • What you would like us to do to resolve the issue.

3. Acknowledgement:

   • We will acknowledge your complaint within 3 working days of receiving it.

4. Investigation:

   • The manager or a designated senior staff member will investigate your complaint thoroughly and impartially.

   • This may include reviewing records, speaking with staff, and discussing the issue with you further.

5. Response:

   • You will receive a formal response within 15 working days.

   • If the issue is complex and requires more time, we will inform you of the delay and provide an updated timeline.

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Step 3: Appeal

If you are not satisfied with the outcome of your complaint, you have the right to appeal:

1. Submit Your Appeal:

   • Write to the director or owner of the company at [Insert Contact Details] within 10 working days of receiving the initial response.

   • Include the reasons why you are dissatisfied and any additional information.

2. Review:

   • The appeal will be reviewed independently by a senior manager or director not involved in the original investigation.

3. Final Response:

   • You will receive a final written decision within 15 working days of submitting your appeal.

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Step 4: External Review

If you remain dissatisfied after completing our internal complaints process, you can refer your complaint to an external organization:

1. Care Quality Commission (CQC):
   While the CQC does not investigate individual complaints, they welcome feedback to help monitor care providers.

   • Website: www.cqc.org.uk

   • Phone: 03000 616161

2. Local Government and Social Care Ombudsman (LGSCO):
   For unresolved care-related complaints, you can contact the LGSCO.

   • Website: www.lgo.org.uk

   • Phone: 0300 061 0614