COMPLAINTS PROCEDURE

Introduction
To ensure that the service provided by Libertycare matches the needs and expectations of our Clients, we welcome any comments and suggestions which they may wish to make.

Complaints Procedure
Clients are entitled and encouraged to make complaints at any time.  If a Client wishes to make a complaint about our service or one of our staff they should follow the steps below:-

1. If possible the problem should first be discussed with the care worker (or Care Manager) who will do their best to resolve the problem quickly and to the Client's satisfaction;
2. If a Client feels unable to discuss the problem with the care worker or Care Manager, or they are unable to resolve the problem, they should contact the Senior Manager of Libertycare;
3. If possible at this stage the Client should record the complaint in writing and send it to Libertycare, addressed to the Senior Manager.  Clients may wish to ask a friend or relative to make the written complaint which should, if possible, be signed by the Client.  Alternatively, the Business Manager of Libertycare will help to put the complaint in writing and will give a copy to the complainant for verification and signature;
4. If a written complaint is received, Libertycare will acknowledge receipt within seven (7)  days and tell the Client what steps are being taken to resolve it;
5. If there is no immediate solution the complaint will be fully investigated and the Client will be contacted within 28 days with details of the findings, any action taken and proposals to resolve the complaint;
6. Domiciliary care services are regulated by the Care Quality Commission.  If a Client is dissatisfied with the way in which a complaint has been handled, or it has not been satisfactorily resolved, they have a right of appeal to the CQC at the address below:-