Complaints Policy
- In the event that you wish to raise a complaint, we ask that it is addressed to the Registered Manager of the service.
- If the complaint is against our Registered Manager, then we would request the complaint be addressed to the Operations Manager, Lizzie.wrafter@universalcareservices.co.uk
- Whilst a complaint may be received in any form, including by telephone or in person, please be aware that we may ask you to put the detail of your complaint in writing particularly where there are a number of elements to the complaint. In addition, we ask that you clarify the intended outcome that you require to enable us to explore and investigate the issues raised.
- We aim to acknowledge all complaints within a timely fashion (usually 5 working days) including details of any further steps to be taken, where appropriate. For example it might be possible to resolve your complaint immediately in person but we also appreciate it may require further investigation. Where appropriate and when requested, we will keep you informed as to the progress of your complaint.
- All more complex, formal or serious complaints that require further investigation shall receive a timely substantive written response in line with the complexity of the issues raised. As part of our investigation into your complaint, we may want to meet with you or ask that you provide evidence in the form of documents or otherwise to support your complaint.
- Once we have investigated your complaint fully, we shall provide you with an outcome in writing, where possible within 28 days or for more complicated investigations which require an-depth investigation within a further reasonable period of time. We will at all times seek to keep you informed as to the progress of your complaint and the reasons for any delay.
- If you are unsatisfied with the outcome of your complaint, you have the right to lodge a complaint with Local Government Ombudsman (LGO) and ask for it to be reviewed. The LGO provides a free and independent service.
The LGO Advice Team can be contacted for information and advice, or to register your complaint. Their contact details are below:
The Local Government Ombudsman
PO Box 4771
Coventry CV4 0EH
Tel: 0300 061 0614
Fax: 024 7682 0001
Email: advice@lgo.org.uk
Website: www.lgo.org.uk
- Our service is registered with and regulated by the Care Quality Commission (CQC). CQC cannot get involved in individual complaints about providers, but is happy to receive information about our services at any time. You can contact the CQC at:
Care Quality Commission National Correspondence
Citygate
Gallowgate
Newcastle upon Tyne NE1 4PA
Tel: 03000 616161
Email: enquiries@cqc.org.uk
Website: www.cqc.org.uk/contactus.cfm