Refer
DonateComplaint Information
Whilst we always strive to provide a high standard of service, there may be occasions when you feel unhappy with an aspect of the service you have received.
Your complaints are important to us, they help us to:
- Put things right when they go wrong.
- Listen and learn.
- Change and improve the way we provide our services.
The people who can best deal with most concerns are those who provide the service.
We can normally resolve concerns, mistakes and misunderstandings quickly. However, if we cannot sort out your concern this way, the complaints procedure is here to help you.
Frequently Asked Questions
How should I write my complaint?
You can submit your complaint via letter, email or using our contact us form. It is very important that you think about what you would like to achieve. We are more likely to be able to help if you can be specific about your complaint and realistic about what you want to happen as a result.
Try to remember as much information as possible, including dates, times, places, and details of staff involved. Staff will usually wear name badges, but if you can’t remember these, please write down any descriptions.
Write down your key points and questions at the end of your letter. It is helpful if you could number these (point 1, 2, 3 etc…). This makes it easier for us to directly address the issues you are most concerned about.
Please tell us clearly what you simply want to pass on as feedback, and what you would like us to investigate and respond to. We recommend focusing on a smaller number of issues that are most important to you. This helps us to focus on the points that matter most to you.
Is there a time limit for making a complaint?
You should make a formal complaint within 12 months of the incident happening, or within 12 months of you being aware of the problem that you wish to complain about.
We can waive this time limit if there are good reasons why you could not complain earlier. An example might be if you were too unwell to raise your concerns. However, please remember that many issues become more difficult to investigate as time passes.
Can I claim compensation?
You will typically need to take legal action if you want to make a claim for compensation. Compton Care Complaints Procedure does not deal with cases for damages as a result of clinical issues. We cannot advise you about a legal claim and can only suggest that you seek independent advice.
I am worried that making a complaint will affect my care. Will the staff treat me differently?
No, our staff are encouraged to respond positively to complaints and view them as a learning experience. However, if you have any concerns about this, please discuss these with us
Who can complain?
Anyone using Compton Care can complain about any of the services they have received. You can complain on behalf of a friend or relative. However, they must agree to let you complain on their behalf.
When you make a complaint on behalf of someone else, we will send you a form called “Permission to Act on My Behalf”. This should be signed by the service user to show that they are happy for you to complain on their behalf.
What will happen after I contact you?
Upon receipt of your formal complaint, we will send you an acknowledgement letter within 3 working days. The letter will also detail who the investigating officer will be and when you can expect to receive a response. The investigating officer may wish to speak with you directly so that they are clear about your concerns. They may also contact you to see if your concerns can be resolved quickly outside of the formal procedure, particularly if you have an immediate care issue that requires attention.
Can you help if I have additional needs?
Yes, please let us know how we can help you. If you have a learning disability or visual impairment our organisation will assist and make reasonable adjustments to the complaints process in order to make the service more inclusive and accessible. This includes supporting you to make a complaint by listening to and noting your verbal complaint on your behalf.
Why should I make a complaint?
We cannot change your experiences however; we will apologise for any failings. We will also tell you about any changes we are making within the organisation to improve the standard of service for future service users.
Finally, please do let us know if you have any other questions.
Who else can you contact with comments, compliments or complaints?
Complaints about care received
The Care Quality Commission (CQC) is the independent regulator of health and adult social care services in England and, as such, regularly formally review the services we provide to ensure we are meeting essential standards of safety and quality. They are happy to receive any comments, compliments or complaints which help them to monitor the services provided. With regard to complaints, they do not deal with them individually but will note your concerns.
Contact details for CQC are:
Care Quality Commission,
Citygate,
Gallowgate,
Newcastle upon Tyne
NE1 4PA
As Compton Care receives some funding from the NHS you could make a complaint through the NHS Complaints procedure by contacting your local Clinical Commissioning Group (CCG). Details of how you can do this can be found on the NHS Choices website at
http://www.nhs.uk/NHSEngland/complaints-and-feedback/Pages/nhs-complaints.aspx
Complaints about other services
Fundraising complaints:
Fundraising Standards Board,
Hampton House,
20 Albert Embankment,
London SE1 7TJ
Lottery complaints:
Gambling Commission,
Victoria Square House,
Birmingham
B2 4BP.