Complaints policy

Our aim is to provide high quality, affordable care. By listening to feedback from our customers (both good and bad), we aim to continually improve our services.

We take all complaints very seriously and will do our best to sort them out as soon as possible.

Making a complaint

If you are dissatisfied with any aspect of the care that we provide, please talk to us. After discussing your concern with the relevant care manager, issues can often be quickly resolved.

Please give us details of your complaint within 12 months of the incident or of you becoming aware of the issue.

If you are unhappy with any aspect of the service please speak with the manager in the first instance.

If a complaint alerts us to possible abuse or neglect we will inform the council’s adult safeguarding team.

We will respond to your concerns as quickly and as effectively as possible. Our Compliments and Complaints Policy summarises how we look into complaints.

How to make a complaint

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.

Other information

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.