Complaints Process

Bay Home Care take any and all feedback, positive or negative, seriously and use the information to shape and improve the service.

If you have a compliment or complaint , you can contact the office in several ways.

Phone - 015395 34987 - A member of the management team will speak to you and take the details of your feedback.

info@bayhomecare.org.uk - This will be picked up on the next working day and will be actioned by a member of the management team.

Web Submission - This will be picked up on the next working day and will be actioned by a member of the management team.

1 The Boulevard Windermere Road Grange Over Sands LA9 4EG A member of the team will take down the details of your feedback in person.

 

Please find our complaints policy set out below :-

 

Stage 1 - Service Complaint

In most circumstances general complaints can be dealt with and addressed quickly by the responsive community team. Passing on the complaint to a member of staff will trigger the supervisor or manager to come and discuss the issues raised informally and look to resolve them. All complaints will be logged and recorded in the office Complaints file. If the complaint cannot be resolved informally at Stage 1 then refer to stage 2. Once the resolution has been put in place we will close the complaint unless you are unhappy with the outcome and want to move it to a formal complaint.

 

Stage 2 - Formal Complaint

At this stage the complaint should be put in writing. We are able to assist if the complainant is unable to do this. The complaint will be acknowledged within 2 working days by the registered manager. The manager will then investigate the complaint and keep the complainant informed on the progress. The Manager will and consider the complaint and will inform the complainant of the outcome within 14 days (10 working days) of the complaint being received. If the complainant is satisfied with the conclusion the complaint will be closed in file. If the complainant still doesn't feel the issue is resolved they can escalate to stage 3 where the other company director will take over the investigation.

Stage 3 - Director

If the complainant is still dissatisfied with the outcome from the Registered Manager the complaint can be referred to the Director, who will carry out further investigations of the complaint and respond with their findings within 14 days (10 working days) The complainant should be made aware that if they are still dissatisfied with the outcome they may escalate their complaint to stage 4.

Stage 4 – External Referral

Here the Complainant should be referred to their Local Authority’s complaints process, Regulatory Body or to Local Government Ombudsman (LGO) for private funders. The LGO provides a free, independent service. The Service User can contact the LGO Advice Team for information and advice, or to register their complaint on:

T: 0300 061 0614

E: advice@lgo.org.uk