Complaints Procedure
Steps to make a complaint or compliment
Compliments and comments regarding the quality of service provided are always welcome. Please feel free to share your views with our staff/managers on the telephone, in person or by writing/email to the Social Care Manager.
Compliments and Comments will be recorded and fed back to the relevant staff/managers/departments.
Safehands Care Ltd operates a formal complaints procedure and all complaints are taken seriously and investigated.
The Key objectives are:
- Improvement to services
- Fairness for staff and complainants alike
- Speedy, open and honest processes
- Satisfaction of the complainant
Local Resolution:
We aim to resolve your complaint quickly and fairly by local resolution.
Who can make a complaint?
Any person who has been a customer of Safehands Network Ltd
A relative or friend can also complain on your behalf
Will I still be able to use the service if I make a complaint?
Yes, your children and a quality customer service are the first concern of our company.
What are the time limits for me to make a complaint?
You should make your complaint as soon as possible, the time limit for making a complaint is 12 weeks. Depending upon the circumstances, this may be extended for a further 12 weeks.
What will happen once I have complained?
Complaints made in person should be resolved on the spot or within 2 working days. If this is not possible, Safehands will make an initial acknowledgement to you within 3 working days. Formal written complaints will be acknowledged within 3 working days. A full investigation and resolution of all types of complaints should be within 20 working days. If it is not possible to resolve this in that time period, an acknowledgement will be sent to you to advise that we are investigating the matter. You will be kept fully informed of the progress of your complaint, and once investigated; you will be informed of the outcome.
How quickly can I expect my complaint to be resolved?
We aim to resolve your complaints as quickly as possible; we aim to resolve most complaints within 20 working days. If the details of the complaint are complex, the investigation may take longer. You will be kept fully informed of the progress.
What should I do if I am not happy with the way my complaint has been handled?
The departments concerned will deal with an initial complaint. However, if you are unhappy with the outcome, your complaint may be referred to the Directors of the company.
If you are still not satisfied, the case may ultimately be referred to:
Care Quality Commission (CQC)
North Lancashire Area Office
2nd Floor, Unit 1
Tustin Court
Port Way
Preston
PR2 2YQ