Complaints, Compliments and Feedback Policy

At Glimmer of Hope Care Services Ltd, we are committed to providing high-quality, compassionate care. We value feedback from the people who use our services, their families, and other stakeholders. Feedback helps us improve the quality and safety of the care we provide.

Our Commitment

We encourage service users, relatives, advocates and professionals to share:

• Complaints if they are unhappy with any aspect of our service
• Suggestions for improving care
• Compliments when our staff have provided excellent support

All feedback is taken seriously and used to improve our services.

Making a Complaint

A complaint can be made:

• In person
• By telephone
• By email or in writing
• Through a member of staff, advocate, or representative

We will:

• Acknowledge complaints within 3 working days
• Investigate thoroughly and fairly
• Provide a response within 28 working days where possible
• Apologise and take action if something has gone wrong
• Use lessons learned to improve our service

Complaints can be made by the service user or by someone acting on their behalf with consent.

Fair and Accessible Process

We ensure that our complaints process is:

• Accessible and easy to understand
• Available in different formats if required
• Open, transparent and non-discriminatory
• Supportive for those who may need advocacy or communication assistance

Service users will never be treated differently for raising a concern.

Independent Review

If someone is not satisfied with the outcome of a complaint, they may request a review or contact an independent body such as:

• The Local Government and Social Care Ombudsman
• The Care Quality Commission (CQC)

Learning and Improvement

We regularly review complaints, compliments and suggestions to identify trends and improve our services. Feedback is shared with staff and used to strengthen the quality of care we deliver.