Complaints

Your happiness is our priority, however, if you are unhappy with anything please follow the procedure below.

Making a complaint

If you are dissatisfied with any aspect of our service, first please discuss with our Manager. If you dissatisfied with the response, you have the right to make a formal complaint. We take all the complaints we receive very seriously and do our best to work with you to sort them out as soon as possible after they are brought to our attention. We ask that you give us the details of your complaint as soon as you have a concern/complaint.

Stage one: Local resolution

You can make a complaint:

verbally (in person or by phone), we will confirm the discussion in an email to you
in writing (you can also use the complaint form and suggestion box)
electronically, for example, via email or text message

We will acknowledge the complaint within 24 business hours of receipt. We will contact you within five (5) working days of receiving your complaint to find out how you would like it to be taken forward and investigated and agree an appropriate timescale for our response. When we look at your complaint, we will aim to:

find out what happened
identify what went wrong
give you the opportunity to discuss the problem with those concerned If agreed and possible, rectify the issue
identify what we can do to avoid similar issues in future

Stage two: Internal review

If you are unhappy with the response you receive from the Care Manager, your complaint will be passed to Kamlan Naidoo, Director. Our aim is resolve all complaints within 10 weeks.