You can provide feedback via the contact form on our website (select the ‘Compliments and Complaints’ option from the ‘Subject’ drop-down list) or in writing.
You can also make a complaint verbally in person or by phone.
When we look at your complaint, we will aim to:
Establish what happened
Find out what went wrong
Make sure you receive an apology if appropriate
Learn lessons to avoid similar issues re-occurring
Our complaints process follows three stages. We find that most can be resolved during the first stage.
Stage one: Local resolution
We recommend that all concerns should be raised with the relevant care manager in the first instance, as many issues can be resolved quickly and amicably.
We do understand it isn’t always possible to raise a complaint directly with the people involved in providing the care, so in that situation you are welcomed to raise your complaint using the contact form above.
We will acknowledge your complaint within 5 working days of receiving it, and start a thorough investigation. We will provide you with a formal written response within 28 working days.
Stage two: Internal review
If you are unhappy with the response from stage one, you can contact the manager or person who responded to you within 14 days of receiving the formal written response. They will look into the matter further for you.
Stage three: External Ombudsman
If you are still not satisfied with the outcome of your complaint after stages 1 and 2, you can refer your complaint to the Local Government Ombudsman (LGO) for review. They provide a free, independent service.
If you are not comfortable complaining directly or raising a concern with the manager, you can contact Agincare Head Office on 01305 825 500 who will be able to advise you of other ways to raise your complaint.