Complaint Pathway
As an organisation we hope that you can rely on our transparent and straightforward approach. We recognise that as an organisation we may not always get it right. In any situation where people are caring for others, things will may go wrong and there may be misunderstandings.
Our complaints handling pathway aims to make sure we handle all complaints fairly and efficiently. We will always handle your complaint confidentially and work with you to find the right outcome.
What counts as a complaint?
A complaint is any contact from or on behalf of a customer or potential customer who is not satisfied with any part of our service. Should you have cause to raise a concern or complaint please refer the matter to us using the pathway below.
What happens after you’ve made a complaint?
We will try to resolve your complaint as quickly as possible. We will give you an explanation and an apology for any problems we have caused and take action to put things right.
How to make a complaint
We follow easy steps to enable us to handle your complaint and put things right as quickly and effectively as we can.
Learning from complaints
We are committed to continually improving our customer service and we take account of any customer complaints to help with this. We may also ask you for feedback on the service that you’ve received. If you have any suggestions or ideas on how we can improve, please let us know.
THE PATHWAY:
STAGE 1: LOCAL RESOLUTION
In the first instance, we ask that you approach the Registered Manager (RM). You may put the matter of concern in writing and/or arrange a face to face meeting to discuss the matter.
The RM will, where you request this, respond in writing, usually within 28 working days.
STAGE 2: REGIONAL RESOLUTION
Where the matter is not resolved locally to your satisfaction (or where the complaint concerns the RM or the wider business), please put your complaint or concern in writing, setting out:
• The nature of the complaint or concern;
• Relevant details insofar as you are aware of them;
• The outcome of the stage 1 (local resolution) process; and
• What you consider to be a suitable resolution of the matter.
Send your complaint or concern to complaints@horizoncare.org or to the Complaints Team
at Suite 1.16 Great House, Redwall Close, Dinnington, Sheffield, S25 3QA.
If you wish to discuss the matter (either before or after contacting us in writing) please telephone on 01909 517737. Our Complaints Team will acknowledge the referral and will arrange for a neutral member of staff to investigate the matter.
Where the matter concerns an incident or situation within a care service, the neutral person will be someone from another service or from the central team. We will respond to you in writing within 28 working days – or should we require more time to investigate and respond we will let you know, including the reasons for the delay.
STAGE 3: EXECUTIVE REVIEW
Should you remain dissatisfied with the response to the regional resolution, you may seek a further review. This will be by a senior member of staff and will be administered by the Complaints Team. We will respond to you in writing within 28 working days.
STAGE 4: EXTERNAL REVIEW BY THE OMBUDSMAN
Should you remain dissatisfied having exhausted our internal complaints procedure, you may refer the matter to the Local Government Ombudsman.
Useful Contacts
The following organisations may be able to offer you specialist advice and information
Age Concern England
Astral House
1268 London Road
London SW16 4ER
Phone 0800 009 966
Website ageconcern.org.uk
The Disabled Living Foundation
380-384 Harrow Road
London W9 2HU
Phone 0845 130 9177
Website dlf.org.uk
Citizens Advice Bureau
Phone 020 7833 2181
Website adviceguide.org.uk
National Debtline
Phone 0808 808 4000
Website nationaldebtline.co.uk
Consumer Direct
Phone 0845 404 0506
Website consumerdirect.gov.uk
