Information in Case of Complaint
When a complaint is made:
✓ Clifton Homecare will acknowledge a complaint in writing no later than 3 days after receiving it.
✓ We will get in touch either by phone or visit you in person in order for us to plan the best way forward deal with the complaint and discuss a timescale for doing it.
✓ We will listen to your views and experiences.
✓ If we are unable to meet the timescale agreed we will inform you of the reasons why and keep you informed of progress.
✓ We will provide you with all the necessary information in relation to the issues raised and where appropriate offer a resolution.
Clifton Homecare and the team welcome all feedback from clients, families and healthcare professionals and will use the feedback in order to improve in any way possible.
All complaints will be treated confidentially. Only the people necessary will be involved when investigating and resolving the complaint.
In the first instance please lodge your complaint with:
Clifton Homecare Limited
Head office address:
30 Orchard Road
Alternatively or if you feel unsatisfied with your response following a complaint you can contact Care Quality Commission (CQC), the relevant local authority or lastly the ‘Local Government and Social Care Ombudsman’ as below:
Citygate, Gallowgate, Newcastle Upon-Tyne, NE1 4PA,
Blackpool Borough Council
Customer and Relations Team
Adult and Children’s Services, Blackpool Council, PO Box 4, FY1 1 NA
Lancashire County Council
Social Care Services, PO Box 78, County Hall, Fishergate, Preston, Lancashire, PR1 8XJ
0300 123 6720
Social Care Services, Fylde District Team, Estate Office, Hastings Place, Lytham, FY8 5LZ
Local Government and Social Care Ombudsman also offer advice and support. Refer to the following information available on the internet:
‘My expectations for raising concerns and complaints’.