April 2009

COMPLAINTS PROCEDURE

The Company welcomes comments and complaints as an opportunity to improve our service.

This policy will be issued to clients.

On receiving a complaint from a client, details will be recorded in the complaints book.

The complaint will be investigated fully and recorded in the clients file.

Complaints will be dealt with promptly and the initial response will communicated within one working day.

The client will be given a progress report at least every seven days until the complaint is resolved.

The client will be invited to put any verbal complaints in writing. If the client is unable to do this an independent advocate will be sought.

The client will be made aware of their right to complain to an independent authority e.g. trading standards office of the licensing authority.

Where a care worker is in any discussion concerning the complaint it will be recorded by the Company and if justified appropriate action will be taken in accordance with Company policy. It may be necessary to suspend or redeploy the care worker pending the outcome of investigations.

The care worker may by pass title in the event of non-satisfaction and speak directly to Social Services.

Agreement will be sought from the client that the complaint has been investigated and resolved to their satisfaction. The response received will be recorded for auditing purposes.

The service user or carer may make a complaint to the Care Quality Commission (CQC) at the following location:

National Correspondence, Citygate, Gallowgate, Newcastle upon Tyne, NE1 4PA

 CQC Helpline Number: 03000 616161

Website: www.cqc.org.uk

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