Private Home Care in Cumbria: Our Complaints Procedure: 

We value your feedback and are committed to continuously improving our care services to provide the best service possible. If you have any concerns or complaints, we encourage you to follow our friendly complaints procedure outlined below:

  1. Informal Discussion: We believe in open communication. In the first instance, please feel free to discuss your concern with our Registered Manager, Colette Russell. She will be attentive to your feedback and work with you to find a satisfactory resolution.

  2. Formal Complaint: If your concern remains unresolved or you prefer a formal approach, we kindly request that you submit your complaint in writing. You can send an email or letter detailing the nature of your complaint, including any relevant information such as dates, times, and individuals involved. Rest assured that your complaint will be handled with the utmost confidentiality and sensitivity.

  3. Complaint Acknowledgment: Upon receiving your complaint, we will promptly acknowledge its receipt. We want to assure you that we take all complaints seriously and are committed to addressing them in a timely manner.

  4. Investigation and Resolution: Our dedicated team will thoroughly investigate your complaint, carefully considering all aspects and gathering any necessary information. We strive to resolve complaints as quickly as possible while ensuring a fair and objective evaluation. We may reach out to you for further clarification or to gather additional details during this process.

  5. Communication of Findings: Once our investigation is complete, we will provide you with a detailed response outlining our findings and any actions taken or proposed resolutions. Our goal is to address your concerns adequately and provide transparent communication throughout the process.

  6. Escalation: If, after following our internal complaints procedure, you remain dissatisfied with the outcome, you have the option to escalate your complaint to a higher level within our organisation. We will provide you with the necessary guidance on how to proceed with the escalation.

We appreciate your trust in our services and value your input. Your feedback plays a crucial role in helping us enhance our care and make a positive difference in the lives of our clients. Please remember that we are here to listen, learn, and ensure your satisfaction.

Contact Details for our Registered Manager, Colette Russell:

Telephone: 07889 706852


Address: Unit 5A Redhills Business Park, Penrith, CA11 0DT