Hands

Complaints Procedure

If you are not happy with any aspect of our service, please inform the office immediately. You can inform them in writing at the following address:

Lilies Home Care
Office 17, Suite One
Headway Business Centre
Knowles Lane
Dudley Hill
Bradford
West Yorkshire
BD4 9SW

We will make an immediate record of your complaint in all cases.

Our Initial Response

The person receiving the complaint will immediately forward the complaint to the Registered Manager who will deal with this notification. The company will send the complainant a written acknowledgement of their complaint within two working days and will advise the complainant of the name and telephone number of the Registered Manager who will be handling the complaint.

The Registered Manager will make an initial assessment to decide if there is a reason for emergency action to be taken. For example, if the complaint appears to involve abuse or risk of abuse (see Safeguarding of Vulnerable Adults Procedure).

The Investigation

In all cases, the Registered Manager will carry out a full investigation into the complaint. This may involve holding a more detailed conversation with the complainant to check all the details of the complaint. It is possible to have a relative or someone else present if this makes you feel more comfortable.

Respsonse

We endeavour to complete our investigation and to inform the complainant of the outcome within 28 days of receipt of the complaint. If there is good reason for the investigation to take longer, for example because there are a lot of people to interview, we will explain this and agree a later date for reporting the outcome. In all cases, we will tell you within 28 days what the outcome is and, why it is going to take longer, why this is and how long we believe this will take. We will do this in writing and usually, also in person.

Further Action

If at any stage you are dissatisfied with the response you have received from us the following options are available to you:

If you have made your complaint to the Registered Manager and you are dissatisfied with the response, you may inform the Director:

Diane Gledhill
Lilies Home Care
Office 17
Suite One
Headway Business Centre
Knowles Lane
Dudley Hill
Bradford
BD4 9SW
diane@lilieshomecare.co.uk
charlotte@lilieshomecare.co.uk

If you are dissatisfied with the way your complaint has been handled or is regarding the care and support that you receive from the management team, you have the right to make a complaint to:

The Care Quality Commission (Eastern)
City Gage
Gallowgate
Newcastle Upon Tyne
NE1 4PA
Tel: 03000 616 161

If you feel your complaint has been dealt with inappropriately by any of the parties listed above please contact your local ombudsman for further assistance who is independent of all parties.

The Local Government Ombudsman
PO Box 4771
Coventry
CV4 0EH
Tel: 0300 061 0614