Complaints Procedure

Making a Complaint

Nayland Care Agency Ltd aims to handle complaints quickly, effectively and in a fair and honest way. We take all complaints seriously and use valuable information from investigating to help us improve the service we provide. We treat all complaints in confidence.

Nayland Care Agency Ltd assures clients and their families that it will not withdraw or reduce services because someone makes a complaint in good faith.

Who Can Complain

Anyone affected by the way Nayland Care Agency Ltd provides services can make a complaint. A representative may complain about the affected person if they:

• Have died
• Cannot make a complaint themselves, or
• Have given consent for the representative to act on their behalf

If you are not happy about making a complaint yourself and you do not know someone who can talk or write to us on your behalf, we will be happy to find someone from an independent organisation to act as an advocate for you.

How You Can Make A Complaint

You can complain:

• In person
• By telephone
• By letter
• By email
• Through a member of our staff

• Through an advocate or representative

We will acknowledge all complaints whether verbally or in writing within 3 working days.

Anonymous Complaints

We deal with anonymous complaints under the same procedure; however, it is better if you can provide contact details, so we can tell you the outcome of our investigation.

The Registered Manager has overall responsibility for dealing with all complaints made about their service. We will provide as far as is reasonably practical:

• Any help you need to understand the complaints procedure; or
• Advice on where you may get that help

How We Handle Complaints

The Registered Manager may ask one of the management team to investigate the complaint. That person will have enough seniority and experience to deal with the issues raised by the complaint.
We will acknowledge a complaint within 3 working days and give you the name and contact details of the person investigating it.
We will keep you informed about the progress of the investigation. We aim to have all complaints finished within 28 working days unless we agree a different time scale with you.

When we have finished investigating, we will arrange to meet with you to discuss the outcome, and write to you with:

• Details of the findings
• Any action we have taken
• Our proposals to resolve your complaint

Time Limits

You should complain as soon as you can after the date on which the event occurred or came to your notice. If you complain more than twelve months later, we may not be able to investigate properly. But we shall also consider whether you had good reason for not making the complaint sooner and whether, despite the delay, it is still possible to investigate the complaint effectively and fairly.

Further Steps

At any stage during the process, if you are not happy with the way the service is dealing with your complaint you can contact the Registered Manager at:

Nayland Care Agency Ltd
Unit 1a Manor Farm Business Park Stutton
Ipswich IP9 2TD
01473 550480

You can also raise your complaint or concern with:

Director of Social Services:

Endeavour House Russell Road Ipswich IP12BX

Or if your care is funded by the health you can contact:
Clinical Commissioning Group:
Rushbrook House Paper Mill Lane Bramford

Once your complaint has been fully dealt with by Nayland Care Agency Ltd, if you are not satisfied with the outcome you can refer your complaint to the Local Government and Social Care Ombudsman (LGO) and ask for it to be reviewed. The LGO provides a free, independent service.

The LGO can be contacted for information and advice, or to register your complaint:
T: 0300 061 0614

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

Our service 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 services at any time. You can contact the CQC at:

All Service Users have the right to access an advocate who will act in their interests to help them solve problems, discuss concerns, and understand information. Vacant Post. will be happy to provide information on local advocacy groups and other support networks.

Nayland Care Agency Ltd carries Public Liability Insurance and Employers Liability Insurance up to £10,000,000 for any one claim. The insurance covers all aspects of its undertakings. However, the insurance does not take the place of normal household insurance cover for accidental breakage or damage to household items. Please do not make private arrangements with our staff because this will not be covered under our insurance policy.