Complaints policy

Our approach to complaints

We want to hear from you when something isn't right. Every complaint is taken seriously; however small it seems. We see complaints as a chance to learn and make our care better.

You won't be treated differently for raising a concern. Your care will carry on as normal.

Anyone can make a complaint. That includes the person receiving care, their family, friends, an advocate or anyone acting on their behalf. Children and young people can complain too, and we'll support them to do it.

We also welcome compliments and suggestions. They help us know what's working well.

We follow Regulation 16 of the Health and Social Care Act 2008. When things go wrong, we'll be open and honest with you. We'll tell you what happened, what we're doing to put it right, and how we'll stop it happening again.

How to make a complaint

You can complain by phone, email, letter or in person. Whatever's easiest for you.

Small issues. Often the quickest fix is to mention it to your carer. They'll try to sort it straight away or pass it to their manager.

Anything more serious. Contact the manager for your area directly.

If your complaint is about a Branch Manager, or you'd rather not speak to them, contact Lucy Romain on 07912 698286 or email Lucy.romain@spirehomecare.co.uk.

What to include

It helps if you can tell us:

• Your name and contact details
• The name of the person receiving care, and your relationship to them if it's not you
• Which branch and which staff were involved, if you know
• What happened, when and where
• How it affected you or the person you're complaining for
• What you'd like to happen to put it right

Don't worry if you can't give us all of this. We can ask for more later. We have a complaint form if you would find it useful. Just ask.

Complaining for someone else

You can complain on behalf of someone we support. We'll need their permission to discuss their care with you. If they can't give permission because they lack capacity, we'll check you're acting in their best interests. If someone has no one to help, we can put them in touch with an independent advocate.

If it's about abuse or someone's safety

Please tell us straight away and say it's a safeguarding concern. We'll act immediately. If someone is in danger, call 999. See our Safeguarding Policy for more information.

What happens next

If it's more complex and will take longer, we'll let you know why and keep you updated.

You can ask to meet with us to talk it through. You're welcome to bring a friend, relative or advocate with you. At the end, we'll explain what we found, explain where we got things wrong, and tell you what we're changing as a result.

We review all complaints regularly to spot patterns and improve our service. Your information is kept private in line with data protection law.

If you're not happy with our response

Please tell us first so we can try again. If you're still not satisfied, you can take it further.

Local Government and Social Care Ombudsman. They look at complaints about care, whether you pay for it yourself or if it's funded by the council. It's free. You'll usually need to have gone through our process first and contact them within 12 months of the problem.

• Phone: 0300 061 0614
• Website: www.lgo.org.uk

Other places you can go

Your local council. If the council pays for some or all your care, you can also complain to their complaints team. That's Wiltshire Council for Salisbury and Trowbridge, Somerset Council for Frome and Yeovil, and Bath and Northeast Somerset Council for Midsomer Norton.

NHS-funded care. If your care is paid for by the NHS, you can contact the Parliamentary and Health Service Ombudsman on 0345 015 4033.

Care Quality Commission (CQC). CQC regulates us. They can't investigate individual complaints, but they want to hear about your experience. Call 03000 616161 or visit www.cqc.org.uk.

If a crime has been committed or someone is in danger, call the police on 999.