Complaints & Compliments

At Care at Home Reading Ltd, we are committed to providing safe, high-quality care and support. We value feedback and use it to improve our services.

Making a Complaint

If you are unhappy with any aspect of our service, we encourage you to raise your concerns as soon as possible so we can address them promptly.

Complaints can be made by:

  • The person receiving care

  • A family member or representative

  • An advocate

Complaints may be made:

  • In person

  • By telephone

  • By email

  • In writing

What Happens Next

  • All complaints are taken seriously and handled fairly

  • We will acknowledge your complaint within 3 working days

  • A full response will be provided within 28 days, where possible

  • Complaints are investigated by senior management

We will keep you informed if more time is required.

Escalating a Complaint

If you are not satisfied with our response, you may escalate your complaint to the Care Quality Commission (CQC):

Care Quality Commission
Website: https://www.cqc.org.uk
Telephone: 03000 616161

You may also seek independent advice or advocacy support.

Giving a Compliment

We welcome compliments and positive feedback, which help us recognise good practice and support staff development.

Compliments can be shared using the same contact methods listed above.

Confidentiality and Records

All complaints and compliments are handled confidentially and recorded in line with our complaints policy and data protection requirements.