Introduction

This policy outlines the procedures for submitting a complaint to Joyful Care and explains how we record, investigate, and respond to complaints.

Constructive feedback helps us enhance our services. When our service falls below expectations, we want to understand why and resolve the issue. If the complaint concerns a carer, we will evaluate their performance, address the concern directly, and determine if we will continue to recommend their services.

Making a Complaint

To lodge a complaint, speak with the Joyful Care staff member you’ve been dealing with, who will document it. Alternatively, call us at 02081565799.

You may also email your complaint to complaints@joyfulcares.co.uk. We will confirm receipt and begin the investigation.

Include the following details when submitting a complaint:

• Who the complaint is about (carer or staff member)
• What occurred or failed to occur
• Date of the incident
• Your full name and contact details

Logging of Complaints

Each complaint is assigned a unique reference number and recorded in our system. All records are confidential and accessible only on a need-to-know basis.

Complaints are handled in accordance with our Privacy Policy, available at https://joyfulcares.co.uk/privacy-policy.

Investigation

We aim to investigate all complaints within four weeks. Complex cases may take longer. If the complaint involves a staff member, an impartial senior staff member will handle the investigation.

If criminal or safeguarding issues are raised, we may refer the matter to the police or local safeguarding authorities and may pause our own investigation. Legal advice may also be sought if necessary.

We handle all shared information sensitively and only share it when necessary to advance the investigation.

Outcome

Unless otherwise requested, we will contact you in writing with the outcome. The result and actions taken will be recorded internally.

If your complaint is upheld, we will take appropriate action, such as staff training or process changes. In serious cases, we may discontinue our relationship with an independent carer. In less serious cases, feedback will be provided for improvement.

If you no longer wish to use a carer’s services, we will assist in arranging alternatives.

If you remain dissatisfied, you may seek guidance from Citizens Advice or a legal professional.

Responsibility for this Policy

Imelda Godwin, Director of Joyful Care, is responsible for this policy.

Questions or Complaints

For questions or to file a complaint, please email: complaints@joyfulcares.co.uk

This Policy was last updated on 16 July 2024.