Complaints Procedure

If a complaint is received verbally, either via a care worker reporting in or the Client or their representative telephoning, the following procedure will take place.

Informal Complaints

Formal Complaints

Stage 1

If a complaint is received in writing (letter or completed complaints form), concerns a serious allegation, or was made verbally but has not been resolved in 2 working days, it will be regarded as a ëformalí complaint. If a client makes a complaint directly to a Local Authority, Acorn Homecare will abide by the LAís procedures but will also implement their own alongside.

Serious allegations are defined as:

Any action allegedly caused by a member of Care4ís staff, resulting in injury or risk of injury to the client.

Any Care4 staff involved with the client that may be suspected of alcohol or drug abuse.

Physical, emotional, verbal, financial, neglect or any other type of abuse of a client by a member of Care4 staff.

Any member of Care4 staff directly involved with the client that has allegedly committed a criminal act e.g. theft or fraud

Stage 2

When the complaint cannot be dealt with within 4 weeks, or it requires the Standards Setting Procedure or Disciplinary Procedure to be implemented then the complaint moves to Stage 2.

Stage 3

If after 8 weeks the complainant is still dissatisfied with the outcome, then it moves to stage 3 of the Procedure.