COMPLAINTS POLICY

Skyline Home Care Services is committed to delivering high-quality care and support. We take all complaints seriously and view them as an opportunity to learn, improve services, and maintain trust with our Service Users, their families, and our staff. This policy sets out our approach to handling complaints, ensuring that they are dealt with promptly, fairly, and in accordance with statutory and regulatory requirements.

We encourage informal resolution of issues whenever possible. Service Users or their representatives are encouraged to speak with the Care Worker, management staff or Registered Manager directly.  If the issue cannot be resolved informally, a formal complaint should be made in writing, by phone, email, or in person.

Our commitments are that:

• All complaints will be taken seriously.
• All complaints will be acted upon with fairness and impartiality.
• You will receive a response within 72 hours of the complaint being made, and a final response within 28 days.
• If the complaint is upheld, you will receive a written apology and appropriate action will be taken to rectify the complaint, and you will be informed of what that action is.
• A written response will be provided outlining the findings, actions taken, and any changes to improve service.
• If the complaint remains unresolved or the outcome is unsatisfactory, the complainant may escalate the issue to: Local Government and Social Care Ombudsman (LGSCO)

Website: https://www.lgo.org.uk

Phone: 0300 061 0614