Complaints Procedure
We value your feedback and are committed to addressing any concerns promptly and professionally.
Our Commitment to Feedback
At Clover Support Group we are aware of the importance of feedback and ensuring that clients are able to freely give feedback about our service without fear of reprisal. Feedback comes in different forms; as compliments, comments or complaints. Clover Support Group welcomes feedback in any form and believes that feedback provides the opportunity to learn, adapt, improve and provide better services. The aim of this policy is to provide information to all clients and care workers about the procedures that must be followed when a client wants to compliment, comment or complaint. Clover Support Group treats all complaints seriously and ensures they adhere to the Fundamental Standards of Quality and Safety which requires that all complaints be appropriately investigated and appropriate action taken in response.
You will also be provided with an opportunity to comment or complain about the service that you receive during your regular reviews and any other quality assurance visits. If you have a complaint to make and you are not yet due a review, we will arrange a review with you so that we can log and take the appropriate action to deal with it. Complaints, comments or compliments can be made by telephone, in person or in writing and will be recorded on the Complaints, Compliments and Comments Form. These forms are stored in a separate file and, where appropriate, compliments will be passed on to the relevant members of staff.
Contact Details for Complaints
Address: Office 1-2, Latton Bush Centre, Harlow Essex, CM18 7BL
Telephone: 01279 293 033
Email: enquiries@cloversupportgroup.co.uk
Website: www.cloversupportgroup.co.uk
Irrespective of the medium by which you complained (whether in person, in writing or by telephone), all complaints will be acknowledged in writing within 3 working days of receipt of the complaint. The acknowledgment letter will contain the name of the person who is investigating your complaint.
How Your Complaint Will Be Investigated
Clover Support Group will do a detailed investigation, taking into account all necessary information. This will be done within 28 working days and you will be provided with a written response detailing the results of the investigation and any action that has been taken. During the investigation the Care/Registered Manager will need to collect and examine evidence in a variety of ways, this may include carrying out interviews, looking at written records and copies of documentation and they may wish to come and visit you. The Clover Support Group Care/Registered Manager will keep you informed about the progress of the investigation either by telephone or in writing.
If the issues raised in the complaint are particularly complex in nature, it may take longer than 28 working days to investigate. In this instance, you will be informed and a new deadline for the results of the investigation will be agreed. All investigations regarding complaints must be concluded within 6 months.