Complaints Policy

Complaints Policy

We aim to provide safe, high-quality care at all times. But we know that sometimes things can go wrong, or you may feel unhappy about part of our service. When that happens, we want to hear about it so we can put things right and learn for the future.

You have the right to raise a concern or make a complaint—and to be treated with respect when you do.

Our Promise to You

If you raise a concern or complaint, we will:

  • Take your concern seriously

  • Listen carefully and treat you with respect

  • Try to resolve simple issues quickly, wherever possible

  • Investigate more serious complaints fairly and thoroughly

  • Keep you informed about what is happening

  • Use what we learn to improve our services

Making a complaint will not affect the care or support you receive from us.

What Can You Complain About?

You can complain about any aspect of our care or service, including for example:

  • The care or support you (or a relative) have received

  • Staff behaviour or attitude

  • Communication or information you’ve been given

  • How we have handled your personal information

  • Our decisions about your care or services

You can also raise a concern without making a formal complaint. Sometimes a quick conversation is all that’s needed to put things right.

How to Raise a Concern or Make a Complaint

You can raise a concern or complaint in whatever way feels easiest for you:

  • Speak to us: Talk to a carer or ask to speak to a supervisor or manager.

  • Phone: Call us on 0800 624 7404 and ask to speak to [Manager/Complaints Lead].

  • Email: Send details to Info @healthandsocialcare.uk

  • In writing: Write to us at Unit 3, Kingsdale Business Centre, Unit 3, Kingsdale Business Centre, Regina Road, Regina Rd, Chelmsford CM1 1PE

  • Via a representative: A family member, friend, advocate, or lawyer can contact us on your behalf, with your permission.

Please include as much detail as you can, such as:

  • What happened

  • When and where it happened

  • Who was involved (if known)

  • How it has affected you

  • What you would like to happen next

If you need help to make your complaint or to communicate with us, we can signpost you to advocacy services.

What Happens Next?

1. Acknowledgement

We will acknowledge your complaint as soon as possible, and normally within [X working days]. We may contact you to clarify details and to understand what outcome you’re hoping for.

2. Investigation

A manager or appointed person will look into what happened. This may include:

  • Reviewing care records and other documents

  • Speaking to staff involved

  • Talking with you (and anyone supporting you)

We will handle the process sensitively and fairly, and we will keep your information as confidential as possible.

3. Response

Once the investigation is complete, we will send you a response. This will normally include:

  • A summary of what we looked into

  • What we found

  • Any apology, if things went wrong

  • Any actions we will take to put things right or improve our service

We aim to provide a full written response within [14 working days] of acknowledging your complaint. If we need more time, we will explain why and tell you when you can expect a response.

If You’re Not Satisfied With Our Response

If you are unhappy with the outcome of your complaint—or how we have handled it—please let us know. We can:

  • Review our decision

  • Arrange a further discussion or meeting

  • Explain any next steps or external routes available to you

Depending on the nature of your complaint, you may also be able to raise it with:

  • The local authority or NHS commissioner (if they are funding or arranging your care)

  • The Local Government and Social Care Ombudsman (for some types of complaints about publicly funded care)

  • The Care Quality Commission (CQC) – they do not resolve individual complaints but welcome feedback about regulated services

We can provide details of relevant bodies on request.

Safeguarding Concerns

If your complaint involves an issue of abuse, neglect, or serious risk of harm, we may need to treat it as a safeguarding concern. In these cases, we will:

  • Act quickly to protect the person at risk

  • Follow local safeguarding procedures

  • Work with the local authority and other agencies as required

We will still keep you informed as far as we are able to, while following legal and safeguarding duties.

Compliments and General Feedback

We also welcome compliments and general feedback—positive or negative. You can:

  • Tell staff or managers directly

  • Use our contact form or email address

  • Leave feedback by phone or in writing

Compliments help us recognise good practice, and all feedback helps us improve.

Support to Complain

We recognise that making a complaint can feel difficult or uncomfortable. If you need help:

  • You can ask a friend, family member, or advocate to support you

  • We can provide information in different formats (for example, large print) on request

  • We can explain this policy verbally if you find written information difficult to follow

Please tell us what you need and we will do our best to support you.

Contact Details

If you have a concern or would like to make a complaint, please contact:

  • Complaints Lead / Manager:

  • Phone: 0800 624 7404

  • Email: Info @healthandsocialcare.uk

  • Post: Unit 3, Kingsdale Business Centre, Unit 3, Kingsdale Business Centre, Regina Road, Regina Rd, Chelmsford CM1 1PE

We are committed to learning from every concern and complaint to make our service better for everyone.

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