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Care Point Solutions Ltd - Complaints Policy

Committed to Quality, Safety & Transparency

Policy Statement

At Care Point Solutions Ltd, we are committed to providing high-quality, person-centered care. We value all feedback, including complaints, as opportunities for improvement. Our complaints procedure ensures that all concerns are taken seriously, investigated thoroughly, and resolved fairly.

Our Commitment

Every service user, family member, or advocate has the right to raise concerns.
We encourage open and honest communication.
Our approach focuses on resolving issues quickly and learning from feedback.

This policy is not intended to assign blame but rather to address concerns transparently and professionally. Complaints will not affect the level of care a service user receives.

Aims of the Complaints Procedure

Ensure service users and families know how to complain and feel comfortable doing so.
Provide a clear and straightforward process for lodging complaints.
Acknowledge all complaints within 48 hours and resolve them fairly.
Investigate all complaints within 28 days unless complexities require additional time.
Ensure complaints are addressed professionally, sensitively, and promptly.

How to Make a Complaint

You can make a complaint via:

Phone:07901 596 780
Email: complaints@carepointsolutions.co.uk
In Writing: Care Point Solutions Ltd, 2C Hawthorne Grove, Wallasey, CH44 7DP
In Person: Speak to our Registered Manager or care team directly.
Online: Submit your complaint using our Complaints Form below.

All verbal complaints will be logged and treated with the same seriousness as written complaints.

Need urgent assistance? Call our complaints team at 07901 596 780

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Complaints & Resolutions

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