Complaints Policy & Procedure

We strive to always provide a high-quality service. However, things can occasionally go wrong for unforeseen reasons. Clients or their representatives are entitled to raise a complaint about any aspect of our service if they are unhappy or dissatisfied with the care received.

In most cases, it is hoped that a discussion with our care staff and/or office staff will resolve the issue quickly and to your satisfaction. If, for any reason, you are unable to speak with the carer or office staff—or they are unable to resolve the matter—you should speak with or, preferably, write to the Complaints Manager, who will investigate your complaint. Her full postal address and contact number are provided at the end of this document.

Upon receipt of your complaint, we will send an acknowledgement letter within five working days, outlining the steps we intend to take and the expected timeframe for a full response. We will also communicate with your representative if you request us to do so.

If you are unable to make the complaint yourself and have no one to act on your behalf, we are happy to arrange for an independent advocate to support you through the process.

If, after receiving our response, you are still dissatisfied with how your complaint was handled, you may notify us in writing, and we will review the matter again. Alternatively, you may contact the Hon. Secretary of the Homecare Association Limited with details of your complaint. The Hon. Secretary will provide both you and Dynamic People Homecare Services with their recommendations within four weeks.

You also have the option to contact your Local Authority's Social Services department (contact details available from our head office), the Care Quality Commission (CQC), or the Local Government Ombudsman (details below) if you remain unsatisfied.

Compliments

We also welcome compliments about any aspect of our service. These should be addressed to the Manager, who will process and pass them on to the relevant staff member or team.

Complaints Procedure

Every client has the right to complain if they are dissatisfied with the standard of service received from the organisation.

In the first instance, we encourage clients to discuss any concerns directly with the staff member involved. If a formal complaint is necessary, or if the matter is not resolved, clients should contact the Complaints Officer as soon as possible. You can reach her on 020 8446 9091.

All complaints made in writing will be acknowledged within five working days, and a written response will be sent within two weeks.

To avoid misunderstandings and prevent issues from escalating, clients and staff are advised to follow these guidelines:

1. Clients and their representatives should keep us informed of any issues affecting their care.
2. Clients or their representatives should ask any member of staff for clarification on matters they do not fully understand.
3. A record of all complaints is maintained and includes the following details:
   1. Date of key events, including the initial receipt
   2. Nature of the complaint
   3. Name of the complainant and, if different, the person on whose behalf it was made
   4. Details of all planned actions and investigations, including when they will take place and the exact dates of any actions taken
   5. The outcome or resolution of the complaint
   6. Any further actions to be taken if the client is not satisfied with the outcome
   7. Any referral to external bodies, such as the Homecare Association, Care Quality Commission, Local Government Ombudsman (contact details below), or the relevant Local Authority (available from our office)
   8. Complaints can be submitted verbally, electronically, or in writing.

Useful Contacts