Complaints Procedure
We value your feedback and take all concerns seriously
Our Commitment to You
At Prestige Care, we strive to provide excellent care services. However, we recognise that sometimes things may not go as expected, and we want to hear from you when this happens.
This procedure explains how to make a complaint and what you can expect from us when you do. We treat all complaints seriously, investigate them thoroughly, and use them to improve our services.
What is a Complaint?
A complaint is any expression of dissatisfaction with our services that requires a response. This includes concerns about:
- Quality of care provided
- Behaviour or conduct of staff
- Communication or information provided
- Timing or reliability of visits
- Billing or financial matters
- How a previous concern was handled
- Any other aspect of our service
How to Make a Complaint
You can make a complaint in whatever way feels most comfortable for you:
By Phone
Call our office during business hours:
01355 204 222
Monday - Friday: 9am - 5pm
By Email
Send details to:
info@prestigecare-ek.com
We aim to acknowledge within 24 hours
In Writing
Write to:
Prestige Care1st Floor, 3 Montgomery Street
The Village, London
G74 4JS
In Person
Visit our office:
Speak to any member of our team during office hours
No appointment necessary
Advocacy Support: If you need help making a complaint, you can contact an independent advocacy service. We can provide details of local advocacy organisations.
Our Complaints Process
Frontline Resolution (Day 1-5)
We aim to resolve complaints quickly, close to the point of service delivery. This might involve:
- An immediate apology if something has gone wrong
- Immediate action to resolve the problem
- An explanation of what happened and why
- Assurance that steps will be taken to prevent recurrence
Investigation (Day 6-20)
If your complaint cannot be resolved at frontline stage, or you remain dissatisfied, we will conduct a full investigation:
- Acknowledge your complaint in writing within 3 working days
- Assign a senior manager to investigate
- Interview relevant staff and review records
- Consider all available evidence
- Provide a detailed written response with findings and actions
If the investigation will take longer, we will inform you of the reasons and new timeframe.
Information That Helps Us
To investigate your complaint effectively, it helps if you can provide:
- Your name and contact details
- Details of the complaint (what happened, when, who was involved)
- How the issue has affected you
- What outcome you would like
- Any relevant documents or evidence
However, don't worry if you can't provide all this information — we will work with you to understand your concerns.
What You Can Expect From Us
We Will
- ✓ Take your complaint seriously
- ✓ Listen to your concerns
- ✓ Treat you with respect and dignity
- ✓ Investigate thoroughly and fairly
- ✓ Keep you informed of progress
- ✓ Respond within agreed timeframes
- ✓ Apologise if we got things wrong
- ✓ Learn from complaints to improve
We Will Not
- ✗ Ignore or dismiss your concerns
- ✗ Treat you differently for complaining
- ✗ Reduce your care as a result
- ✗ Share your complaint unnecessarily
- ✗ Leave you without updates
If You Remain Dissatisfied
If you are not satisfied with our response to your complaint, you have the right to take your concerns further:
Care Inspectorate Scotland
The Care Inspectorate regulates care services in Scotland and can investigate complaints about registered care services.
Telephone: 0345 600 9527
Email: enquiries@careinspectorate.gov.scot
Website: www.careinspectorate.com
Address: Care Inspectorate, Compass House, 11 Riverside Drive, Dundee, DD1 4NY
Scottish Public Services Ombudsman (SPSO)
If you have completed our complaints process and remain dissatisfied, you can contact the SPSO.
Anonymous Complaints
We accept anonymous complaints and will investigate them where possible. However, without your contact details:
- We cannot contact you for more information
- We cannot update you on the investigation
- We cannot tell you the outcome
If you wish to remain anonymous, consider contacting the Care Inspectorate directly.
Learning From Complaints
We view complaints as valuable feedback that helps us improve. When we receive a complaint, we:
- Identify what went wrong and why
- Take immediate action to put things right
- Implement changes to prevent similar issues
- Share learning with all staff
- Review our policies and procedures
- Monitor to ensure improvements are sustained
- Report complaint trends to our management team
Time Limits for Complaints
We ask that you raise complaints within:
6 months of the incident or becoming aware of the issue
However, we recognise there may be good reasons why you couldn't complain sooner, and we will consider late complaints where appropriate.
If you are unsure whether we can investigate your complaint, please contact us anyway and we will discuss it with you.
We Want to Hear From You
Don't hesitate to raise concerns. Feedback helps us provide better care for everyone.
Contact Us
Phone: 01355 204 222
Email: info@prestigecare-ek.com
Office Hours
Monday - Friday: 9:00am - 5:00pm