Comments, compliments and complaints

 

We want to hear your views, so we can improve the services we provide.

Once we have dealt with your complaint, if you are not happy with the outcome you can refer your complaint to the Local Government Ombudsman (LGO) and ask for it to be reviewed. The LGO provides a free independent service.

Complaints Procedure

 

1. Introduction


We always aim to provide a high standard of care in all our services. Our customers’ views are important to us and help to ensure our services are consistently meeting people’s needs. If you are unhappy with any of our services it is important that you let us know.

 

If a complaint alerts us to possible abuse or neglect, we will tell the Council’s adult safeguarding team. The safeguarding team will decide how to investigate and monitor outcomes.


2. Making a suggestion

 

Often people feel more comfortable about suggesting improvements rather than complaining formally. Anyone receiving services, and their friends/ family, may make a suggestion.

 

First you should speak to theManager or the Deputy Manager

Mr Asad Abdullah

Registered Social Services Manager

Chosen Care Group

asad@chosencaregroup.com

M: 0754 0350 482

T: 020 3659 5052 

Ms Hannah

Deputy Manager

Chosen Care Group

hannah@chosencaregroup.com

T: 020 3659 5052 

If the suggestion is something that Chosen Care Group as a company needs to consider you can send it to:

 

Mrs Gracy Metilda

Chief Operating Officer

Chosen Care Group

Cranbrook House, 61 Cranbrook Road

Ilford, IG 1 4PG

gracy@chosencaregroup.com

T: 020 3659 5052

 

3.  Making a complaint

 

We aim to handle complaints quickly, effectively and in a fair and honest way. We take all complaints seriously and use valuable information from investigating to help us improve the service we provide. We treat all complaints in confidence.

 

Chosen Care Group assures clients and their families that it will not withdraw or reduce services because someone makes a complaint in good faith.

  

4.  Who can complain

 

Anyone affected by the way Chosen Care Group provides services can make a complaint.

 

A representative may complain for the affected person if they:

  • have died
  • cannot make a complaint themselves, or
  • have given consent for the representative to act on their behalf

 

If you are not happy about making a complaint yourself and you do not know someone who can talk or write to us on your behalf, we will be happy to find someone from an independent organisation to act as an advocate for you.


5. How you can make a complaint


You can complain:

  • in person - Office Address: Chosen Care Group, Cranbrook House, 61 Cranbrook Road, Ilford, IG 1 4PG
  • by telephone 02036595052 Out of hours:  07738865360
  • through a member of our staff
  • through an advocate or representative  where someone complains orally we will make a written record and provide a copy of it within 3 working days by letter
  • by email complaint@chosencaregroup.com 

 

6.  Anonymous complaints

 

We deal with anonymous complaints under the same procedure; however, it is better if you can provide contact details so we can tell you the outcome of our investigation.

 

7.  Responsibility

 

The Registered Manager has overall responsibility for dealing with all complaints made about their service.

We will provide as far as is reasonably practical:

  • any help you need to understand the complaints procedure; or
  • advice on where you may get that help.

  

8.  How we handle complaints

 

The Registered Manager or Chosen Care Group may ask one of the management team to investigate the complaint. That person will have enough seniority and experience to deal with the issues raised by the complaint.

 

We will acknowledge a complaint within 3 working days and give you the name and contact details of the person investigating it.

 

We will keep you informed about the progress of the investigation. We aim to have all complaints finished within 28 working days unless we agree a different time scale with you.

 

When we have finished investigating, we will arrange to meet with you to discuss the outcome, and write to you with:

  • details of the findings;
  • any action we have taken; and
  • our proposals to resolve your complaint. 

 

9.  Time limits

 

You should complain as soon as you can after the date on which the event occurred or came to your notice. If you complain more than twelve months later, we may not be able to investigate properly. But we shall also consider whether you had good reason for not making the complaint sooner and whether, despite the delay, it is still possible to investigate the complaint effectively and fairly.

  

10. Further steps

 

At any stage during the process, if you are not happy with the way the service is dealing with your complaint you can contact Chief Operating Officer at:

 

Mrs Gracy Metilda  

Chosen Care Group

Cranbrook House, 61 Cranbrook Road

Ilford, IG 1 4PG

gracy@chosencaregroup.com

T: 020 3659 5052

 

Once we have dealt with your complaint, if you are not happy with the outcome you can refer your complaint to the Local Government Ombudsman (LGO) and ask for it to be reviewed. The LGO provides a free independent service.


You can contact the LGO at:

PO Box 4771 

Coventry CV4 OEH

Tel: 0300 061 0614 (8.30am-5pm, Mon-Fri)

Fax: 024 7682 0001

Website: www.lgo.org.uk


NB: The LGO will not normally investigate a complaint until the provider has had an opportunity to respond and resolve matters.


Chosen Care Group services are registered with and regulated by the Care Quality Commission (CQC). The CQC cannot get involved in individual complaints about providers, but is happy to receive information about 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

Web site: www.cqc.org.uk

 

*We can provide this policy in other languages or in other formats on request