Comments and Complaints Policy

Our aim is at all times to provide the best service we can with high standards of care. However, there may be occasions when you feel that we have not got it right. Should you have any query or complaint, Carole Barnes, the Registered Manager of SunCare welcomes comments of any nature from clients. All are encouraged to express their views about the way in which the services are provided and about their own personal needs. Should any client be unable to do this, SunCare would welcome such comments from others acting on their behalf.

Many concerns can be dealt with appropriately by discussion with the member of staff concerned. However, if you have an important request or complaint which you would like to be considered, please make the request known to the appropriate SunCare office, preferably in writing, or speak to us in person.

All written complaints will be acknowledged in writing within seven days of receipt. All investigations of requests or complaints will be completed with total confidentiality and within twenty-one days. If expert advice is required, it will be sought from the relevant body.

Once your complaint has been fully dealt with by SunCare, if you are not satisfied with the outcome you can refer your complaint to the relevant Government Ombudsman and ask for it to be reviewed. The Ombudsman provide a free, independent service.

The advice team can be contacted for information and advice, or to register your complaint:
England Tel: 0300 061 0614 E: advise@lgo.org.uk W: www.lgo.org.uk
Wales Tel: 0300 790 0203 E: ask@ombudsman-wales.org.uk W:www.ombudsman-wales.org.uk

The ombudsman will not usually investigate a complaint until the provider has had an opportunity to respond and resolve matters.

People who have a service commissioned by a local authority have the right to complain to and have their complaint investigated by them. The authorities’ main switchboard will be able to put you in touch with the appropriate person.

SunCare is registered with and regulated by The Care Quality Commission (CQC).The CQC cannot get involved in individual complaints about providers, but is happy to receive information about our service at any time. You can contact the CQC at :-

Care Quality Commission National Correspondence
Citygate
Gallowgate
Newcastle upon Tyne
NE1 4PA

Tel: 03000 616161 W: www.cqc.org.uk/contactus.cfm

Reviews of this policy
This policy will be reviewed annually by SunCare.