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Complaints Policy 

At Olney Care Services, we are committed to providing a high standard of care. We recognise, however, that there may be times when you are not satisfied with the service provided. We view complaints as an opportunity to learn, improve, and ensure we are meeting your needs effectively.

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1. Our Principles

  • Accessibility: You can make a complaint in writing, by email, by telephone, or in person.

  • No Retaliation: Making a complaint will never negatively affect the quality of care you receive.

  • Confidentiality: All complaints are handled discreetly and in accordance with UK GDPR.

  • Continuous Improvement: Every complaint is reviewed by our management team to identify how we can prevent similar issues in the future.

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2. The Complaints Process

Stage 1: Informal Resolution

We encourage you to discuss any minor concerns initially with your care professional or the Registered Manager. Most issues can be resolved quickly through open communication.

 

Stage 2: Formal Complaint

If your concern is not resolved informally, or if you wish to make a formal complaint, please contact us:

  • Contact: [Insert Name], Registered Manager

  • Email: [Insert Email Address]

  • Address: [Insert Office Address]

 

What happens next:

  1. Acknowledgement: We will acknowledge your complaint within 3 working days.

  2. Investigation: The Registered Manager will conduct a thorough investigation, which may include speaking with staff and reviewing care records.

  3. Response: You will receive a full written response within 20 working days. If the investigation requires more time (e.g., due to complex clinical reviews), we will keep you informed of the delay.

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3. Escalation

If you are not satisfied with our final response, or if you prefer not to raise the matter with us directly, you have the right to escalate your complaint.

 

For Self-Funded Clients:

You can contact the Local Government and Social Care Ombudsman (LGSCO). They provide a free, independent service for investigating complaints about adult social care.

 

For Council-Funded Clients:

If your care is funded or arranged by the local authority, you can escalate your complaint to the Milton Keynes City Council Adult Social Care Team:

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4. The Role of the CQC

The Care Quality Commission (CQC) does not investigate individual complaints. However, they want to know if you are unhappy with a service as it helps them monitor the quality of care provided. You can share your experience with them via their website: www.cqc.org.uk.

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