Complaints procedure
Last updated
If something is wrong, we want to know quickly. A complaint is not a nuisance — it is usually the fastest way for us to find out that something in our service is not working.
Raise it however is easiest
Telephone: 0800 000 0000 Email: info@annmariecare.com By post: 167–169 Great Portland Street, 5th Floor, London W1W 5PF
You can complain on behalf of someone else. If you are doing so, we may need their consent before we can share details of their care with you.
What happens next
Stage 1 — We acknowledge it We will acknowledge your complaint within 2 working days and tell you who is handling it.
Stage 2 — We look into it We will investigate properly. That usually means speaking to you, to the carer, and to anyone else involved. We aim to give you a full written response within 20 working days. If it is going to take longer, we will tell you why and agree a new date with you.
Stage 3 — If you are not satisfied Ask for the complaint to be reviewed by a director. We will respond within 15 working days of that request.
Taking it further
If you remain unhappy after our process is complete, you can contact:
The Local Government and Social Care Ombudsman, which considers complaints about adult social care providers, including privately funded care. Telephone: 0300 061 0614 · lgo.org.uk
The Care Quality Commission cannot investigate individual complaints, but it does want to hear about concerns relating to the quality or safety of care, and uses that information in its regulation of providers. Telephone: 03000 616161 · cqc.org.uk
CQC registration information coming soon.
If someone may be at risk
If your concern is that an adult is at risk of abuse or neglect, please do not wait for our complaints process. See our safeguarding page, which explains how to raise a safeguarding concern directly with the local authority, and call 999 if someone is in immediate danger.
What we do with complaints
Every complaint is recorded, along with what we did about it and what changed as a result. Complaining will never affect the care someone receives.