We always aim to ensure we provide quality service, however, should a client or their appointed representative have cause to complain we will investigate it vigorously. We will ensure all complaints are investigated in a timely and constructive manner.
Philip’s Quality Care Services Limited will ensure that all complaints and suggestions are promptly addressed, resolved and shared within the agreed timescales to ensure that lessons are learned and that the learning improves service quality and delivery.
A complaint can be received by us either verbally or in writing, and can be made by our service user’s/ representative or anyone acting on behalf of the service user, who is unable to represent his or her own interests. Verbal complaints should be directed to the Care Manager. Where the Manager is unable to deal with the issue, they should pass it on to a Senior Manager or Director of the company. All complaints received in writing will be responded to within 7 days.
For serious matters, an investigation will begin immediately, and we will contact those concerned. We will write to you within a further three weeks with details of our findings where appropriate of any action we have taken and proposals to rectify the situation. If at the end of the complaints investigation you are still not satisfied and feel that your complaint has not been resolved to your satisfaction, you can forward the details of your complaint to:
The Local Government and Social Ombudsman
P.O. Box 4771, Coventry CV4 0EH
For a full copy of our complaints procedure please feel free to ask us for a copy.