Complaints Handling Process - Care Point Solutions | Expert Home Care, Live-In & Hourly Care in Wallasey, UK

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07901596780

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07901596780

Complaints Handling Process

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07901596780

Complaints Handling Process

Complaints Handling Process

Step 1: Immediate Resolution (Informal Stage)

Raise your concern with a care worker or manager.
We aim to resolve minor complaints immediately or within 2 working days.
If unresolved, the complaint will proceed to a formal investigation.

Step 2: Formal Complaint Investigation

Acknowledgement within 48 hours.
Investigation initiated within 5 working days.
Full response provided within 28 days.
If more time is required, you will receive updates on the progress.

Step 3: Escalation (If Unsatisfied with Outcome)

If you feel your complaint was not resolved satisfactorily, you may escalate it to:

Escalation Contacts

Local Authority – If care is council-funded.
Care Quality Commission (CQC) – For independent concerns.
Local Government Ombudsman – For complaints about publicly funded care.
Safeguarding Authority – For concerns involving abuse or neglect.

CQC Contact Details:

Citygate, Gallowgate, Newcastle Upon Tyne, NE1 4PA

📞 03000 616161 | 🌍 www.cqc.org.uk

Local Government Ombudsman:

📞 0300 061 0614 | 🌍 www.lgo.org.uk