Feedback
Telling us something has gone wrong is one of the most useful things you can do. We would rather hear it early and directly than not at all, because feedback is how we learn and improve.
We know people are sometimes reluctant to complain about care, particularly where they worry it may affect the support someone receives. It will not. Raising a concern will never change how we treat the person we support.
Compliments
Compliments matter as much as concerns. They tell us what to keep doing and let us pass recognition to the colleagues involved.
How it works
You can complain by telephone on 01934 416585, by email to enquiries@ultimate-complex-care.co.uk, in writing to our office, or by asking any member of staff to pass it on. You do not need to use a form or any particular words.
You can complain on behalf of someone else with their consent, or where they lack capacity to consent, in their best interests. Many things are resolved simply by raising them early with the member of staff involved or their manager.
What happens next
We will acknowledge your complaint, tell you who is investigating it and how long that is expected to take, and keep you updated if it takes longer than we first said.
If you are not satisfied
If you are unhappy with our response, you can ask the Local Government and Social Care Ombudsman to review it. The Ombudsman looks at complaints about adult social care and is free and independent. Where your care is arranged or funded by your local authority or the NHS, you may also raise it with them.
Whether it is a compliment, a concern or a complaint, we would rather hear it. Raising a concern will not adversely affect anyone’s care.
Make a referral
Tell us about the support required and our team will contact you to discuss the next steps.
See our Privacy Policy for how we handle your information.
