COMPLAINTS POLICY

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Introduction:

At Vital Nest Homecare ® we always strive to provide a high standard of care in all practised services, this is the foundation of what we do and all complaints are taken seriously.

Our service users’ views are important to us and help us to ensure our services are consistently meeting individual’s needs.

If you are unhappy with any of our services, please timely let us know.

Making a Complaint:

Vital Nest and its members aim to handle complaints quickly, effectively, fairly and honestly. We use valuable information from investigations to help us improve the service we provide and treat all complaints confidently in confidence (unless advised otherwise.)

Once a complaint has been made Vital Nest Homecare assures the service user and their families that we will not withdraw or reduce our services.

Who Can Submit a Complaint:

Anyone who feels affected by the service provided by Vital Nest ® can make a complaint. In addition a representative may wish to make a complaint in the event that the affected individual:

• Has passed away
• Cannot make the complaint themselves
• Has given consent for the representative to act on their behalf.

In such events the service user or affected individual cannot make the complaint themselves and does not have a representative to write on their behalf, Vital Nest ® will find an independent adjudicator to act as an advocate.

How To Submit a Complaint:

The Service User, Affected Individual or Representative may wish to make a wish via:

• In Person
• By Post
• By Telephone
• By Email
• Through an representative or advocate

Please note that if a complaint is taken through telephone or in person then Vital Nest will complete a written record and provide a copy within 5 working days.

Additionally, you may wish to submit a complaint anonymously, these complaints will be handled under the same procedure but please note that contact details are not provided, we will not be able to provide you with an outcome and/or solution.

Handling of Complaints:

A management representative of Vital Nest Homecare will investigate a complaint of which will be formally acknowledged within 5 working days via the same route a complaint has been made.

All complaints are recorded efficiently and kept for 90 days after closure. Vital Nest Homecare aims to have complaints investigated, documented and resolved within 28 working days unless a timescale has been agreed with the complainant. 

If your complaint is not being dealt with to your satisfaction we urge you to contact the Founder.