FREQUENTLY

ASKED QUESTIONS

MAKING A COMPLAINT
 

Making a Complaint North London Homecare & Support Ltd, provide many services. We aim to provide a high standard to ensure that the service we provide matches your needs and expectations.

We welcome any comments you may care to make. If we are not doing something, as you would like it, please let us know, it could help others too.

As far as is possible, we will safeguard the complainant or refer them to other professionals/advocacy services, who may be able to represent them.

We will only disclose necessary information to the person to whom you are complaining about and, where possible, we will not identify the complainant. However, please appreciate this is not always possible.

In situations where upon a disclosure of a complaint, a vulnerable person is believed to either be at risk of or being abused, an alert will be made to the local authority under their Safeguarding of Vulnerable Adults Procedures and adequate protection requested.

 
WHO TO ADDRESS YOUR COMPLAINT TO:

Where possible, we ask you to discuss the problem with your care/support worker who will do their best to resolve the problem. You can also contact your Team Leader, or the Registered Care Manager.

If you are unhappy at the way your complaint is being dealt with please contact the Managing Director-Catherine McBride.

After Catherine McBride has responded to your complaint and you remain dissatisfied, you can refer your complaint to the Local Government Ombudsman (LGO). This is a free, independent service.

The LGO Advice Team can be contacted on:

Tel: 0300 061 0614

Website: www.lgo.org.uk