Complaints Procedure
We are committed to listening to your concerns and resolving them quickly and fairly. Raising a complaint will never negatively affect your care.
Your care will not be affected
Making a complaint — or helping someone else to make one — will not result in any change to the quality or continuity of your care. We treat every concern with dignity and respect, and all complaints are handled confidentially.
How to reach us
Telephone
0330 027 2106
Available 24/7
info@remedysupport.co.uk
Responded within 2 working days
In writing
Registered Manager
Remedy Support & Recruitment Group Ltd,
Observatory House, 25 Windsor Road,
Slough, Berkshire, SL1 2EL
What happens next
Contact us directly
Tell us about your concern by telephone, email, or in writing. You can raise it with your care worker, the care coordinator, or the Registered Manager.
Acknowledgement within 3 working days
We will acknowledge your complaint in writing within 3 working days and tell you the name of the person handling it.
Investigation
We will investigate fully and fairly. We may contact you to clarify details or to discuss the complaint. Your care will not be affected in any way.
Full response within 20 working days
You will receive a written outcome within 20 working days. If we need more time, we will explain why and agree a new timescale with you.
Our Registered Manager
Our CQC-registered Registered Manager has overall responsibility for complaints and service quality. They can be contacted directly if you feel your complaint needs senior attention from the outset.
Registered Manager: Elizabeth Mwihaki
Contact: elizabeth@remedysupport.co.uk or 0330 027 2106
Getting help to make a complaint
You can ask a friend, family member, or advocate to help you make a complaint or to act on your behalf. If you need an independent advocate, the following organisations can assist:
- Age UK: 0800 678 1602 — free advice and advocacy for older people.
- Carers UK: 0808 808 7777 — support for unpaid carers.
- POhWER (advocacy charity): 0300 456 2370 — independent advocacy for NHS and social care complaints.
If you remain dissatisfied
If we have not resolved your complaint to your satisfaction within 20 working days, or if you feel the outcome is not fair, you may contact the following independent bodies:
Care Quality Commission (CQC)
Our regulatory body. The CQC cannot investigate individual complaints but records concerns and uses them to inform inspection decisions.
Local Government & Social Care Ombudsman (LGSCO)
Investigates complaints about adult social care providers not resolved locally. Free and independent.
Information Commissioner's Office (ICO)
For complaints about how we handle your personal data under UK GDPR.
We're here to help
Not sure where to start?
Call us directly and we'll help you understand your options, even if you're not ready to make a formal complaint yet.