Compliments & Complaints Procedures

 

We are always delighted to receive your compliments on our service!

 

If you are not entirely satisfied with the service given by No Place Like Home, including how we handle your personal information, please let us know.

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We welcome feedback, concerns and complaints, and will respond with care, openness and professionalism.

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How to make a complaint

You can raise a complaint in any way that suits you, including by email, telephone, in writing or in person.

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Our contact details are:

 

Alison Carter

No Place Like Home

Syndale Park

Ospringe

Faversham

KENT ME13 0RH

01795 597983

info@nplh.uk

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What happens next

All complaints will receive an acknowledgement within 24 hours from receipt of the complaint (unless a full reply can be sent within 5 working days). 

 

We will investigate your concerns thoroughly and fairly, and provide a full response within 20 working days.

If our investigation is still in progress, we will explain the reason for any delay, keep you informed and provide a full response as soon as possible once a conclusion has been reached.

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Data Protection Complaints

If you are unhappy with how we have handled your personal information, you have the right to raise a data protection complaint.

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This may include concerns about:

• how your information has been collected, used, stored or shared

• confidentiality or data security

• delays or issues in responding to your information requests

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We will:

• acknowledge your complaint within 30 days

• make appropriate enquiries and investigate

• keep you informed of progress

• provide a clear outcome without undue delay

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You also have the right to raise your concerns with the Information Commissioner’s Office (ICO) if you remain dissatisfied.

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Regulation and external contacts

Our service is registered with and regulated by the Care Quality Commission (CQC). The CQC cannot investigate individual complaints, but they are happy to receive information about our service at any time.

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Care Quality Commission (CQC)

National Correspondence

Citygate

Gallowgate

Newcastle upon Tyne NE1 4PA

Tel: 03000 616161

Fax: 03000 616171

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Kent Adult Social Services

Brenchley House

County Hall

Maidstone

Kent ME14 1RF

Tel: 03000 416161

 

Advocacy support

For privately funded clients, a range of advocacy services is available. Our Registered Manager can support you to access an appropriate independent advocate if you wish to pursue your complaint further.

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​Kent Advocacy:

Tel: 03000 416161

Email: county.hall@kent.gov.uk

Website: www.kent.gov.uk

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Timeframe for complaints

We ask that complaints are made within 12 months of:

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• the date the event occurred, or

• the date the matter came to your attention

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This time limit may be extended where:

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• there is a good reason for the delay; and

• it is still possible to investigate the complaint fairly

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Escalating your complaint

If you are not satisfied with the outcome of our investigation, you have the right to refer your complaint to the Local Government Ombudsman:

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Local Government Ombudsman (LGO)

Tel: 0300 061 0614

Email: advice@lgo.org.uk

Website: www.lgo.org.uk