COMPLIMENTS AND COMPLAINTS POLICY 

We will always do our best to provide you with the best possible service.  It is important to us that our services enable you to achieve what you need to do.  

We hope that you have been happy with the level of service that we have provided. We welcome any testimonials or referrals from you as this is the greatest acknowledgment of the level of service we are providing. If you would like to contact us, please do so at hello@athomecaregroup.co.uk or follow us on   

  • @AtHomeCareGroupUK - facebook 

  • @athome_care - instagram 

We do however recognise that sometimes things might not work out the way intended and therefore, if at any point you become dissatisfied or concerned about the services, we have provided then you should inform us immediately, so that we can do our best to resolve the problem. It is important that you make your complaint as soon as possible after the event in order for an effective investigation to take place.  

Please follow these steps to ensure that your concerns are resolved quickly: 

First 

In the first instance it may be helpful to contact the person who is working on your matter to discuss your concerns and we will do our best to resolve any issues at this stage.  You may prefer to put your concerns in writing, in which case please send your letter or an email to the person who is acting for you. We would be grateful if you could help us to respond quickly to your complaint by providing as much information as possible, particularly: 

  • What the complaint is about 

  • What happened 

  • Where it happened 

  • Who was involved 

  • When it happened 

Second 

If your main contact is not able to resolve matters to your satisfaction or if you find it difficult to speak to them about a complaint, please write to or call one of the other directors, who will do their best to sort out the situation for you. 

Third 

If you are dissatisfied by the way your main contact has handled your complaint, please email hello@athomecaregroup.co.uk and we will liaise with you to clear your concerns. 

Any stage: 

If at any stage, you would prefer to meet with the person dealing with your complaint then just let us know. 

 

 

What we will do 

We will do our best to resolve the problem as quickly as possible, and in many cases, this may be sorted out straightaway. Any written or serious verbal complaint will be dealt with as follows: 

  • If you have not already done so, you will be asked to confirm the complaint in writing.  

  • As soon as the complaint is received, it will be logged, and you will receive acknowledgment of receipt of the complaint within three working days.  

  • We may contact you to clarify the detail of the complaint and to discuss it with you.  

  • We will follow up any conversations with you in writing.  

  • We will keep you informed at least every two weeks on the progress of our investigations.  

  • We will seek agreement from you that the complaint has been resolved to your satisfaction.  

  • Throughout the investigation, we will ensure that any information about you is kept confidential.  

  • We aim to investigate your complaint and give you a full response within 21 days. However, if your complaint is more complex, we may require more time, and will let you know when you will receive a full response.  

If our service to you is found to be below standard, we will discuss ways in which we can make things better or, if appropriate, recompense you in some way. 

What happens if you are still not satisfied? 

Should we be unable to resolve your issue, or you wish to take a more formal route, please contact the Local Government Ombudsman (LGO). The LGO provides a free, independent service. You have a right to refer your complaint to the LGO if you are dissatisfied with the outcome of our investigation. If you wish to make a complaint, you may do so by: 

Letter: The Local Government Ombudsman, PO Box 4771, Coventry, CV4 0EH 

Telephone: 0300 061 0614 

Alternatively, you may visit www.lgo.org.uk/adult-social-care 

The LGO will not usually investigate a complaint until the provider has had an opportunity to respond and resolve matters.