Complaints, Compliments and Comments
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We aim to provide a quality homecare service and welcome your feedback on the service you receive from us. We acknowledge that sometimes, things can go wrong and if it does, we would like you to tell us. If you want to compliment us on the service that we provide we would like to hear about that too.
How you can make a complaint
You can complain:
- in person
- by letter
- by telephone
- by email
- via any member of our staff
- through an advocate or representative
How will we deal with your complaint?
We will follow a 3 stage process.
- Stage 1 will be dealt with by the Branch Manager. If you are not satisfied with the outcome of Stage 1, then;
- Stage 2 will be dealt with by the Regional Manager. If you are not satisfied with the outcome of Stage 2, then;
- Stage 3 will be dealt with by our Compliance Director.
We aim to provide a final decision (in writing) within 21 working days of acknowledgement of your complaint.
Client feedback form
You may want to comment on how we can improve our services.
We do not need your contact details as you may chose to remain anonymous. However, please note that if you would like a response, we cannot address any specific concerns you may have if you do not provide us with your contact details.
Please complete all the boxes:
If, when we have provided our final decision relating to your complaint you are dissatisfied with the outcome, you can ask for an independent review. If you decide that you want to do this, you should contact the Care Quality at:
Care Quality Commission (CQC)
CQC National Customer Service Centre
Newcastle upon Tyne
Telephone: 03000 616 161
Other Sources of Information
There are also other organisations you can contact:
Adult Social Care at your Local Authority - Contact your local branch for details
The Local Government Ombudsman
PO Box 4771
Telephone: 03000 610 614
CLICK HERE TO DOWNLOAD OUR CLIENT INFORMATION SHEET.