Complaints Policy

Effective Date: June 25, 2025
Company Name: Home 1st Care Ltd
Website: home1st.co.uk
Address: Office 46, Pure Offices, Broadwell Road, Oldbury, United Kingdom
Email: care@home1st.co.uk
Phone: +44 121 389 3166

1. Policy Statement

At Home 1st Care Ltd, we are committed to providing the highest standards of care and customer service. We value all feedback — including complaints — as an important opportunity to learn, improve, and maintain trust.

We treat every complaint seriously, with sensitivity, and aim to resolve issues quickly and fairly.

2. Purpose of This Policy

This policy ensures that:

• Service users, their families, advocates, or staff can raise concerns without fear

• Complaints are addressed promptly, professionally, and transparently

• Outcomes are documented and used to improve our services

3. Who Can Complain

Complaints may be made by:

• Service users

• Family members or legal representatives

• Advocates or social workers

• Staff or professionals involved in care delivery

• Members of the public

4. Types of Complaints Covered

• Quality of care provided

• Staff conduct or professionalism

• Missed visits or delayed care

• Communication issues

• Billing or service charges

• Any breach of dignity, respect, or safety

5. How to Make a Complaint

Verbally (In Person or Phone):

You may speak directly with a care coordinator, your assigned carer, or call our office at:
📞 +44 121 389 3166

In Writing:

You can email us at:
📧 care@home1st.co.uk

Or post a written complaint to:
Home 1st Care Ltd
Office 46, Pure Offices, Broadwell Road
Oldbury, United Kingdom

Online:

Use the contact form on our website: www.home1st.co.uk/contact

6. Our Complaint Handling Procedure

Stage 1: Acknowledgement

We will acknowledge receipt of your complaint within 3 working days (via email, phone, or letter).

Stage 2: Investigation

A senior member of staff or complaints officer will:

• Review your complaint objectively

• Speak with relevant parties

• Review care notes and evidence (if applicable)

• Ensure a full investigation is carried out within 10–15 working days

Stage 3: Response

We will respond in writing, outlining:

• Our findings

• Any actions taken

• Any changes we will implement

• Your right to escalate the matter

7. If You Are Not Satisfied

If you’re not satisfied with our response, you can escalate the complaint to:

Local Government & Social Care Ombudsman (LGSCO)

Visit: www.lgo.org.uk
Phone: 0300 061 0614

Or if you are receiving care funded by the local authority, contact your case manager or commissioner.

8. Complaints Involving Safeguarding

If a complaint involves allegations of abuse, neglect, or endangerment, we will:

• Prioritise safety and wellbeing

• Report to the local authority safeguarding team

• Follow all safeguarding procedures (see our Safeguarding Policy)

• Notify the Care Quality Commission (CQC) where appropriate

9. Confidentiality

All complaints will be handled confidentially. Only those involved in the investigation will have access to relevant information. Personal data will be processed in accordance with GDPR and our Privacy Policy.

10. Continuous Improvement

All complaints are logged, reviewed, and analysed as part of our quality assurance process. Lessons learned help us improve our services and prevent future issues.

11. Monitoring & Review

This policy is reviewed annually or whenever regulations change.

Last Reviewed: June 25, 2025
Next Scheduled Review: June 2026

12. Contact Information

If you wish to make a complaint or need help doing so, please contact:

Home 1st Care Ltd
Office 46, Pure Offices, Broadwell Road
Oldbury, United Kingdom
📞 +44 121 389 3166
📧 care@home1st.co.uk
🌐 home1st.co.uk