Most agencies will have a complaints policy that is guided by the Health & Social Care Act, 2008.
In the first instance we would advise that you address any complaints through the agency which provides the care.
We would encourage you where possible to put your complaint in writing. If you, a relative or friend, are unable to do this then an advocate from Southwark Carers can offer to help you put it in writing.
You should receive a letter acknowledging your complaint within a few days.
Individual agencies processes may differ but it is normal for the complaint to be sent to a management figure within the agency. They will ensure that the complaint will be fully investigated.
This may involve obtaining a written statement from you, your representative or the person you care for. A visit by the investigating officer may be necessary and an appointment will be made that is convenient to you and / or your representative.
The Manager should write within three weeks of receipt of the complaint explaining the outcome of the investigation, any action taken and any further action proposed.
You should have the opportunity to discuss the matter further at any time by contacting the Manager.
If you are not satisfied with the outcome you can refer the complaint to the Local Government Ombudsman (LGO) and ask for it to be reviewed. The LGO provides a free, independent service.
The LGO Advice Team can be contacted for information and advice, or to register your complaint:
Tel: 03000 610 614
Please note, the LGO will not usually investigate a complaint until the provider has had an opportunity to respond and resolve matters.
Most agencies will be 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:
CQC National Correspondence, Citygate, Gallowgate, Newcastle upon Tyne, 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