Care homes | Our complaints policy | Care UK

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Our complaints process

Our complaints process

We are continually striving to provide high quality service to every one of our customers. 

Customers are at the heart of everything we do and by listening to the people we care for, we will improve our services and continue to make them safer and more responsive. We will learn lessons that will benefit our residents and our staff. Sharing and learning from what our customers tell us will support our planning and the delivery of care in all our services and facilities.

If a complaint alerts us to possible abuse or neglect we will tell the Council’s adult safeguarding team. The safeguarding team will decide how to investigate and monitor outcomes.

You can provide your feedback – good or bad – quickly and easily through the feedback form on this site.

Making a complaint

If you are dissatisfied with any part of our service, please talk to us. By discussing your concern with the care colleagues or home manager, issues can usually be resolved swiftly. They will be able to discuss the problem with you and together you can agree the next steps. 

We take all complaints we receive very seriously and do our best to work with our customers to sort them out as soon as possible.

We ask that you give us the details of your complaint within 12 months of the incident, or within 12 months of you becoming aware of the problem. We will respond to your concerns considerately, quickly and as effectively as possible.

For those wishing you make a complaint about a Scottish care home you can contact the Care Inspectorate. Care UK services in Scotland are registered with and regulated by the Care Inspectorate (CI).

If you are unhappy about the quality of a registered care service and you don’t believe it meets the national care standards you can complain to the CI at the address below:

Care Inspectorate

www.careinspectorate.com

Compass House, Riverside Drive,
Dundee
DD1 4NY
0345 600 9527

 

You can make a complaint:

  • verbally (in person or by phone)
  • in writing
  • electronically, for example, via email or text message
  • via online feedback channels.

 When we look at your complaint, we will aim to:

  • find out what happened
  • identify what went wrong
  • ensure you receive an apology if one is due
  • identify what we can do to avoid similar issues in future

The complaints process follows three stages, and we find the majority can be resolved during the first stage.

Stage one: Local resolution

We recommend that all concerns should be raised with the Home Manager in the first instance, as many issues can be resolved immediately.

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 with the central team. Use the feedback form above or contact the Complaints Co-ordinator on 01206 755195 or complaintscoordinator@careuk.com

We will acknowledge your complaint within 3 working days of receiving it, and start a thorough investigation. We will provide you with a formal written response within 20 working days. 

Of course many complaints are resolved much quicker, however it may be helpful for you to meet with the home manager and the team to discuss your concerns, or have telephone conversations where you are updated on progress. 20 working days is the timeframe for you to receive a formal written response. In exceptional cases we may request more time to conduct our investigation, if this is the case you will be kept informed and provided with a revised response date.

Stage two: Internal review

If you are unhappy with the response you receive from stage one, you can contact the Complaints Co-ordinator within 14 days of receiving a formal written response. The Complaints Co-ordinator will look into the matter further for you and allocate to an appropriate person.

Again this will be acknowledged by them, within 3 working days of receiving the escalation and a formal response will be provided within 20 working days.

The Complaints Co-ordinator
Residential Care Services,
Connaught House, 850 The Crescent, Colchester,
Essex, CO4 9QB
01206 755195

 

Stage three: External Ombudsman

Once your complaint has been dealt with through stage 1 and stage 2 of Care UK’s process, if you are not satisfied with the outcome you can refer your complaint to the Local Government Ombudsman (LGO) and ask for the complaint to be reviewed. The LGO provides a free, independent service. This service can be provided by various organisations depending on the geographical location of the service i.e. England and Scotland.

Local Government Ombudsman (services in England):

www.lgo.org.uk

The Local Government Ombudsman
PO Box 4771
Coventry
CV4 0EH
0300 061 0614

 

Scottish Public Services Ombudsman (services in Scotland):

www.spso.org.uk

Scottish Public Services Ombudsman
4 Melville Street
Edinburgh
EH3 7NS

 

Referrals can also be made by phone: 0800 377 7330 

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