Anchor Care Complaints Procedure

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Anchor Care welcomes all complaints, compliments and comments about our service as an opportunity to improve our performance.

Stage 1

Stage 1 of the complaints procedure is when a complaint is first received. Unless the complaint is a serious allegation, it will be resolved in five working days.

If it concerns a serious allegation the complaint will be acknowledged within 48 hours. The complaint will be thoroughly investigated and a written report of the outcome of the investigation will be given to the service user or their representative within four weeks.

Stage 2

If the complainant is not satisfied with the outcome, or the complaint has not been resolved within five working days (four weeks for a serious allegation), the complaint must be referred to a senior manager.

The senior manager will confirm in writing to the complainant that the complaint has gone to Stage 2 of the complaints procedure.

The investigating manager will liaise with the senior manager and forward all relevant information. The senior manager will consider the circumstances of the complaint and take direct action to resolve it within four weeks.

Stage 3

If the complainant is not satisfied with the outcome, the complaint can be escalated to the managing director who will review and consider the most appropriate course of action.

The complainant may wish the complaint to be considered by an appeals panel chaired by an Anchor trustee, or to be referred to the United Kingdom Home Care Association. The managing director will manage the process and make the relevant arrangements.

External Appeal

If the complainant is not satisfied with the decision of the managing director or the appeals panel, the complaint can be escalated to external appeal. The managing director will advise the complainant of their options, which include the UKHCA, the Commission for Social Care Inspection or the local authority.

Anchor Care will provide the complainant with all the relevant contact details and will respond within two working days to any correspondence from such an agency.

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