Our Feedback Process

We aim to allow our customers to voice their concerns with our Complaints Policy, which is simple to use and easily accessible. We seek to learn from any feedback and improve our service in an effective prompt and honest way.

If a solution to your query cannot be found immediately, you can follow the formal procedure. Firstly, please contact us to discuss the concerns that you may have. You’ll find our contact details in your Support Plan or on our website: www.helpinghandshomecare.co.uk/about-us/contact-us/

We encourage customers to raise any concerns immediately as delays in reporting them can cause challenges when conducting a thorough and fair investigation.

To ensure concerns are dealt with appropriately, we have a three-stage escalation process, and all concerns will be acknowledged within 24 hours of receipt. If the matter cannot be resolved immediately, a response will be provided within 20 working days (or 14 days for customers in Wales.)

Complaint – Stage One

We hope any concerns are first resolved by your Relationship Manager between your branch and Helping Hands and you can find their contact details in your Support Plan. If your concern is about this individual, you can email: feedback@helpinghands.co.uk or By phone: 01789 767181 and an independent manager will be allocated to investigate this.

Complaint – Stage Two

If your query cannot be resolved at Stage One, an independent Senior Manager will review the findings, details and outcomes from the previous investigation. They will aim to resolve the concern to your satisfaction and take on board any comments you may have about our service.

Complaint – Stage Three

If your concern cannot be resolved at Stage Two, an independent and impartial review will be completed by someone at a Director level. They will then make an informed decision on any further action required.

If you still feel that your concern has not been resolved to your full satisfaction, please contact the Local Government Ombudsman (and the Ombudsman for Wales) who will review the matter independently for you.

We aim to resolve all concerns promptly, effectively and to your full satisfaction. If you are not fully satisfied with the outcome of your complaint, you may refer to the Local Government Ombudsman or Ombudsman Wales to ask that the matter be independently reviewed.

Details below:

• LGO: Tel: 0300 061 0614 – Website: www.lgo.org.uk
• Ombudsman Wales -Tel: 03000790 0203 – Website: www.ombudsman-wales.org.uk
• Care Quality Commission – Citygate Gallowgate, Newcastle upon Tyne, NE1 4PA. Tel: 03000 616161 – Website: www.cqc.org.uk
• Care Inspectorate Wales – Welsh Government, Rhydycar Business Park, CF48 1UZ – Tel: 0300 7900 126 – Website: www.careinspectorate.wales

Helping Hands Services are registered with, and regulated by, the Care Quality Commission (CQC) and Care Inspectorate Wales (CIW). You can contact our regulators directly with any concerns you may have.