Most agencies will have aÂ complaints policy that is guided byÂ the Health & Social Care Act, 2008.
In the first instance we would adviseÂ that you address any complaintsÂ through the agency which providesÂ the care.
We would encourage you whereÂ possible to put your complaint inÂ writing. If you, a relative or friend,Â are unable to do this then anÂ advocate from Southwark Carers canÂ offer to help you put it in writing.
You should receive a letterÂ acknowledging your complaintÂ within a few days.
Individual agencies processesÂ may differ but it is normal forÂ the complaint to be sent to aÂ management figure within theÂ agency. They will ensure that theÂ complaint will be fully investigated.
This may involve obtaining aÂ written statement from you, yourÂ representative or the person youÂ care for. A visit by the investigatingÂ officer may be necessary and anÂ appointment will be made that isÂ convenient to you and / or yourÂ representative.
The Manager should write withinÂ three weeks of receipt of theÂ complaint explaining the outcomeÂ of the investigation, any actionÂ taken and any further actionÂ proposed.
You should have the opportunityÂ to discuss the matter further at anyÂ time by contacting the Manager.
If you are not satisfied withÂ the outcome you can refer theÂ complaint to the Local GovernmentÂ Ombudsman (LGO) and ask for itÂ to be reviewed. The LGO provides aÂ free, independent service.
The LGO Advice Team can beÂ contacted for information andÂ advice, or to register your complaint:
Tel: 03000 610 614
Please note, the LGO will not usuallyÂ investigate a complaint until theÂ provider has had an opportunity toÂ respond and resolve matters.
Most agencies will be registeredÂ with and regulated by the CareÂ Quality Commission (CQC).
The CQC cannot get involvedÂ in individual complaints aboutÂ providers, but is happy to receiveÂ information about services at anyÂ time.
You can contact the CQC at:
CQC National Correspondence,Â Citygate,Â Gallowgate,Â Newcastle upon Tyne,Â NE1 4PAC
Tel: 03000 616161
Nearest tube: Elephant & Castle underground station (Northern and Bakerloo lines).
Nearest Railway Station: Elephant & Castle
Buses from Elephant and Castle: ask bus driver for Burgess Park. Bus numbers: 12, 171, 148, 176, 68, 484, 42, 40, 45