Policies
Complaints procedure
If something has gone wrong, we want to hear about it. Telling us is how things get fixed.
⚠ [TODO: HAVE THIS POLICY REVIEWED BY A SOLICITOR BEFORE PUBLISHING]
This is a structural draft written during a website rebuild. It is not legal advice and has not been checked against UK GDPR, the Care Quality Commission's requirements, or this business's actual practices. It must be reviewed by a qualified solicitor, and checked against what the company genuinely does, before it goes live. Sections marked [TODO] need real information from the business.
Last updated: [TODO: DATE]
Complaining will never affect your care
Nobody is treated differently for raising a concern. If you are worried that speaking up might cause problems, please tell us that too — it is something we need to know.
Who can complain
Anyone can raise a complaint: the person receiving care, a relative or friend, an advocate, or a professional acting on someone's behalf. If you are complaining for someone else, we may need their consent before we can share details of their care with you.
How to complain
You can raise a complaint in whatever way is easiest for you:
- By phone: 01788 422422
- By email: kp.rugby@kareplus.co.uk
- In writing: 6a Davy Court, Castle Mound Way, Central Park, Rugby, CV23 0UZ
- In person: to any member of staff, or by asking to speak to a manager
It helps if you can tell us what happened, when it happened, who was involved, and what you would like us to do about it — but do not worry if you cannot provide all of that.
What happens next
- We acknowledge it. We will confirm we have received your complaint and tell you who is handling it.
[TODO: CONFIRM ACKNOWLEDGEMENT TIMESCALE — commonly 3 working days] - We look into it. A manager not directly involved will review what happened, speak to the people concerned and look at any records.
- We respond. You will get a written response setting out what we found, what we are doing about it, and what happens if you are still unhappy.
[TODO: CONFIRM RESPONSE TIMESCALE — commonly 20 or 28 working days] - We learn from it. Complaints are reviewed so the same thing does not happen to someone else.
If you are not satisfied with our response
If we have not put things right, you can take your complaint further — and you can do this at any point, not only after our process has finished.
Local Government & Social Care Ombudsman
For care you arrange and pay for privately, or care arranged by your local council, the Ombudsman investigates complaints independently and free of charge.
Telephone: 0300 061 0614 — www.lgo.org.uk
Care Quality Commission
The CQC does not investigate individual complaints, but it wants to know about concerns regarding the quality or safety of a regulated service, and it uses that information in its monitoring.
Telephone: 03000 616161 — www.cqc.org.uk
Your local council
If your care is funded or arranged by your local authority, its adult social care team also has a complaints process.
[TODO: INSERT CONTACT DETAILS FOR EACH LOCAL AUTHORITY AREA COVERED]
Safeguarding concerns
If your concern is about someone's safety rather than the quality of a service, please see our safeguarding page. If someone is in immediate danger, call 999.
Records
We keep a record of every complaint, what we found and what we changed. These records are handled in line with our privacy policy.
[TODO: CONFIRM HOW LONG COMPLAINT RECORDS ARE RETAINED]