We will make every effort to provide the best possible service. However, there may be occasions when people are not happy with the service we provide. We recognise the right of all our clients, relatives, representatives and members of care staff to inform us of any problems or complaints (however small); these will be listened to and acted upon.

How to complain

In the first instance, please speak with the carer or contact the office on 01376 343223, or email [email protected]

Timescales

We will acknowledge receipt within 3 working days

We aim to investigate and provide a full written response within 14 working days. If more time is needed, we will explain why and give a revised timescale

If you are not satisfied

Escalate to our Manager (Amanda) at [email protected] and to the director (Dr Dupe) at [email protected] within 14 working days of receiving our written response.

Is still unresolved

Contact ‘Care Quality Commission (CQC)’ – [email protected] or call 03000616161 or Local Government & Social Care Ombudsman: complete the online form at https://www.lgo.org.uk/

Safeguarding and emergencies

If someone is at immediate risk, call 999.

For suspected abuse contact Essex Safeguarding Adults Board (ESAB) immediately: [email protected] or phone 03456037630 (Monday-Thursday 08:45-17:00) or 03456061212 (out of hours).

We have a duty to ensure that complaints are handled without discrimination or retaliation. Information will be treated confidentially and shared only as necessary for investigation and safeguarding.