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Complaints Policy

Scope 

Your Care Plus is committed to delivering safe, high-quality, person-centred care. We value all feedback, including concerns or complaints, as opportunities to improve our service. This policy outlines how you can raise concerns, how we handle complaints, and how to escalate issues externally if needed. 

 

General Concerns (Pre-Complaint) 

If you have a niggle or minor dissatisfaction (e.g., tone of voice, communication style, timing), we encourage you to raise it informally with a staff member or manager. These are logged and reviewed regularly but are not treated as formal complaints. 

 

How to Make a Complaint 

You can make a complaint by: 

  • Calling your local Your Care Plus branch 

  • Speaking with your care worker, supervisor, or manager 

  • Writing to us via email or letter 

You’ll also have the opportunity to give formal feedback every three months during scheduled service reviews we welcome all feedback at any time. 

 

 

Our Commitment to You 

  • We will acknowledge all complaints within 2 working days 

  • We aim to provide a full written response within 7 working days from the date of acknowledgment 

  • If your complaint requires a longer investigation, we’ll write to inform you of the delay and provide an updated timeframe 

All complaints are investigated by the Registered Manager, and the Nominated Individual will be notified of every complaint received. 

 

Complaint Stages 

Stage 1 – Minor Complaint / Dissatisfaction 

Examples: Staff attitude, late arrival, miscommunication 
Action: Investigated by a supervisor or team leader 
Timeframe: Resolved within 5 working days 
Outcome: Apology, explanation, and improvement plan 

 

Stage 2 – Service Delivery Failure 

Examples: Missed visit, incorrect care task, repeat issues 
Action: Investigated by the Registered Manager 
Timeframe: Resolved within 10 working days 
Outcome: Formal response, service review, and remedial action 
Note: These issues are treated seriously, as they may risk client withdrawal or distress 

 

Stage 3 – Serious Complaint / Safeguarding Concern 

Examples: Allegations of abuse, harm, or serious professional misconduct 
Action: Escalated immediately to the Registered Manager. May be referred to external agencies such as: 

  • Local Authority Adult Social Care Safeguarding Team 

  • Care Quality Commission (CQC) 

  • Police, where a crime may have been committed 
    Timeframe: Investigation starts immediately. Final response within 20 working days, or longer if external bodies are involved 

 

Escalation to External Bodies 

If you are not satisfied with our response or how we handled your complaint, you can escalate it to: 

Care Quality Commission (CQC) 

The CQC monitors service safety and regulation, but cannot resolve individual complaints. 

  • Phone: 03000 616161 

 

Local Authority – Adult Social Care 

If you have a safeguarding concern, you may contact your local council’s Adult Safeguarding team directly. 

 

Independent Advocacy 

If you need support raising a complaint, you may seek help from an independent advocate. Ask us for referrals if needed. 

 

Record Keeping and Learning 

All complaints and concerns are logged and securely stored. We regularly analyse complaint trends to improve our service, staff training, and overall quality. 

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