1. Policy Statement

We are committed to delivering high-quality care and support. We take all complaints seriously, investigate them thoroughly, and learn from them to improve our services. Our complaints process is open to all clients, families, carers, visitors, and other stakeholders.

This procedure meets the requirements of the Local Authority Social Services and National Health Service Complaints (England) Regulations 2009, the Consumer Rights Act 2015, and aligns with WSCC commissioning standards.

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2. Scope

Applies to all services provided by The Care Pod, including day care, respite, and associated activities.

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3. Principles

• Complaints will be handled fairly, openly, and without prejudice.

• Complaints will be acknowledged within 3 working days and investigated promptly.

• No person will be discriminated against for making a complaint.

• Confidentiality will be maintained throughout the process.

 

4. Procedure

Stage 1 – Informal Resolution:
Raise your concern with any member of staff or directly with the Operations Manager as soon as possible.

Stage 2 – Formal Complaint:
If the matter is unresolved, submit a written complaint:

• By email: [insert email]

• By post: [insert postal address]

• Or using the official Complaint Form (available on request)

The Operations Manager will:

• Acknowledge receipt within 3 working days

• Investigate within 14 working days (extensions communicated if necessary)

• Provide a written outcome with any actions taken

Stage 3 – Escalation:
If dissatisfied with the outcome, request a review by a Company Director. If your placement is funded by WSCC, you may also contact:

 

West Sussex County Council – Adults’ CarePoint
Tel: 01243 642121 | Email: socialcare@westsussex.gov.uk

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5. Monitoring & Review

All complaints are logged and reviewed quarterly to identify trends and prevent recurrence.

Experience the Difference

Take the first step towards compassionate, high-quality care. Learn more about our services, or get in touch with our team today. We’re here to provide support you can depend on.

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The Care Pod Team

Setting the standard in personalised, trustworthy care solutions.