Complaints

Would you know what to do if you were unhappy with any aspect of our service and wanted to make a complaint?

We are committed to providing the highest possible standards of service to all our clients. In order to do this we encourage feedback from our clients, using it in a positive way to improve our services.

All client/service provision feedback is welcome; we want you to talk to us. We also welcome suggestions and comments on how we provide our services and how we can improve them.

Complaints

No-one likes it when things go wrong, but occasionally they do. And when they do we need to know about it, so we can put it right, say sorry and make sure it doesn’t happen again.

When you make a complaint it will be passed to the right member of staff in the right department so it can be dealt with quickly.

We aim to resolve your complaint satisfactorily at this stage.

If you are not happy with the result you can appeal the decision. This means that it will be passed on to a senior member of staff who will look at your complaint again.

If you still feel that the complaint has not been resolved you can appeal again.

Before you make a complaint

If you wish to discuss the issue before you make a complaint, there are lots of ways to contact us. You can:

• Telephone us using the local contact information
• Talk to a member of staff – this could be the person you see most often or a local manager
• Email us at: admin@havilahcare.co.uk

All correspondence is dealt with in the strictest confidence.