Compliments & Complaints

If you do have a complaint please contact the Office by telephone on 01823 321123 * or by email info@wayaheadcare.co.uk in the first instance who will make note of your complaint and send you a copy of this record. They will then investigate the matter and deal with the situation, if it is within their remit, within five days.

If it is of a serious nature the complaint will be referred to the Care Manager and this will be noted on the record of complaint that you receive.

The Care Manager will acknowledge your complaint within five days and make a full investigation. You will be notified of the results of this investigation and the actions taken within twenty eight days of the date of your complaint, or sooner if practicable.

If you are not satisfied with the result of the investigation you have the right to appeal to The Managing Director of Way Ahead. The Managing Director will then make a further investigation and will inform you of the results of this investigation within fourteen days.

At any time during this procedure you are at liberty to appoint an Advocate to deal with this matter on your behalf. You may also refer the matter to Care Quality Commission(CQC) at any time during the investigations. CQC are the governing body for Domiciliary Care.

If your Care is funded by the local authority, it may also be necessary to involve them in the investigations. To protect all parties involved it may also be necessary to report allegations of theft or abuse to the police.

All correspondence and investigations will be recorded and kept on file at the Way Ahead offices. Investigations relating to staff will be recorded and kept in staff files at Way Ahead offices.

We do hope you will never have the need to use this procedure, but if you do, please be assured we will work with you to resolve the problems wherever possible.

*For quality and training purpose some call will be recorded

Compliments
To end on a positive note, if you feel the service you have received has been good, please tell us about that as well. We also record these and all staff can access these records and find them encouraging and rewarding.

Care Quality Commission

Telephone: 03000 616161
Email: enquiries@cqc.org.uk

Care Quality Commission 
National Correspondence
Citygate
Gallowgate
Newcastle upon Tyne
NE1 4PA

www.cqc.org.uk

* For training a quality purposes some call maybe reocrded

For quality and training purposes, some calls may be recorded.

Registered in England - 3116636
Registered Office - 9 The Crescent, Taunton, Somerset, TA1 4EA

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