Complaints Procedure

To ensure that the service we provide matches your needs and expectations we welcome any comments you may care to make. Our Service Users are perfectly entitled to make complaints at any time and if you wish to complain about the service you are receiving from Extra Hands of Heacham Ltd, you should follow the steps below:

Step 1

The first step when dealing with any problem is to try to talk things through. If you feel you can talk about the problem it's best to discuss your complaint with your Home Care Manager at Extra Hands of Heacham Ltd. Please call 01485 570611 between the hours of 9am and 5pm and ask to speak to your Home Care Manager.

If you are not happy about making the complaint yourself and you do not know someone who is prepared to talk to us on your behalf, we will be happy to find someone from an independent organisation to act as an advocate for you (that is, to act in place of a friend).

Step 2

If you feel unable to discuss the problem with your Home Care Manager, or they are unable to resolve the problem for you please complete the complaints form at the bottom of this page with as much detail as possible. Alternatively, if you would prefer to speak to a member of the senior management team please contact Anita Walter (Human Resource Manager) or Hazel Evans (Registered Manager) who will be happy to assist you in dealing with your complaint.

Additionally, it is advisable for you to record your complaint in writing addressed to:

Mr. D.J. Evans
Extra Hands of Heacham Limited
Units 13/14 Heacham Hall Industrial Estate
Hunstanton Road
Heacham
Norfolk
PE31 7JT

Step 3

If we receive a written or website form complaint it may take a little time to consider it fully but we will write to you within one week to acknowledge receipt of the complaint and to tell you what steps we are taking to resolve it.

If there is no immediate solution we will investigate your complaint fully, contacting those concerned. We will then write to you within three weeks with details of our findings, any action we have taken, and proposals to resolve your complaint.

Further Action

If at any stage you are unhappy with the way in which Extra Hands of Heacham Ltd are dealing with your complaint you can contact the Hon Secretary of the United Kingdom Home Care Association Limited (UKHCA) who will request that the independent complaints advisor reviews the details of your complaint. The Hon Secretary of the Association will inform you and Extra Hands of Heacham Ltd of their recommendations within four weeks. UKHCA Office, 42b Banstead Road, Carshalton Beeches, Surrey SM5 3NW. Telephone: 020 8288 1551. You may also wish to contact the Commission For Social Care Inspection: 3rd Floor, Cavell House, St. Crispins Road, Norwich, Norfolk. NR3 1YF. Telephone: 01603 598700.

Notes

1. This policy applies to employed care workers introduced to Service Users by member agencies who operate the UKHCA Complaints procedure.
2. Service Users using services under contract to local authorities may have recourse to the Social Service Departments own complaints procedures in order to make complaints about agencies providing the service but please speak to Extra Hands of Heacham Ltd first if possible.
3. At any time during the complaints process you may additionally contact your Social Worker or The Reception Referral Team at your local District Social Services office.
Should your complaint fail to be resolved locally you may wish to contact:-
Mrs L Smith, Principal Officer, Compliments and Complaints, Norfolk County Council, Social Services Department, 15 Hooper Lane, Norwich, Norfolk, NR3 4ED.
4. The complaints panel of the UKHCA will consist of three members drawn from the Executive Committee. Panel members, as far as possible, will not have any connection with the complainant, the member organisation or the geographical area from which the complaint arises.
5. Whilst members of the UKHCA are expected to abide by recommendations made by the UKHCA Complaints Adviser and UKHCA Complaints Panel, the UKHCA has no powers to enforce any recommendations. Nor is it able to provide compensation or any expenses to the parties involved.
6. This document, any investigations or recommendations made in accordance with it, does not in any way affect your rights at law.

Complaint Form

For your convenience we have provided this form to submit your complaint to Extra Hands. Please complete the form with as much detail as possible and then click the submit button. Your complaint will be dealt with quickly, objectively and sensitively. Thank you.