Our complaints process
We are constantly working to provide high-quality service to every one of our customers.
Clients are at the heart of everything we do and by listening to the people we care for, we will improve our services and continue to make them safer and more responsive. We will learn lessons that will benefit our residents and our staff. Sharing and learning from what our Clients tell us will support our planning and the delivery of care in all our services.
If a complaint alerts us to possible abuse or neglect we will tell the Council’s adult safeguarding team. The safeguarding team will decide how to investigate and monitor outcomes. You can provide your feedback – good or bad – quickly and easily through the feedback form on this site. Peak Care Solutions supports the Local Government and Social Care Ombudsman’s initiative to provide a single statement that summarises how care providers will look into complaints.
Raising a Concern: Local Solution
If you are dissatisfied with any part of the service, please talk to us. By discussing your concern with the Care Staff or Care Manager, issues can usually be fixed swiftly without entering into the formal complaints process. They will be able to discuss the concern with you; Together you can agree on the next steps. We take all concerns very seriously and do our best to work with our customers to resolve them as soon as possible.
The complaints process follows three phases and we find the majority can be resolved during the first phase. We ask that you give us the details of your complaint within 12 months of the incident, or within 12 months of you becoming aware of the problem. We will respond to your complaints considerately and as effectively as possible.
Making a Complaint
If you wish to make a formal complaint regarding any part of the service that you or your loved one has received, please use the feedback form or contact the complaints team at HR@peakcaresolutions.co.uk.
The complaints team will acknowledge your complaint within 3 working days after the complaint has been received and allocate your complaint to a complaints investigator to conduct a thorough investigation. In most cases, a solution and a response should be sought within 20 working days of the complaint investigator receiving the acknowledgement and complaint details from the complaints team.
A formal written response will be provided by the complaint investigator. In exceptional cases, we may request more time to conduct the investigation and if this is the case, you will be kept informed and provided with a revised response date.
If you are dissatisfied with the response you receive from stage 1, you can contact the complaints team within 14 working days of receiving a formal written response. The complaints team will look into the matter further for you and allocate it to the appropriate stage 2 complaints investigator.
The complaints team will acknowledge your stage 2 complaint within 3 working days after receiving the escalation and a formal written response will be provided within 20 working days of the complaints Investigator receiving the escalation.
Phase three: External Ombudsman
If you remain dissatisfied with the response from stage 2, you can refer your complaint to the Local Government Ombudsman (LGO) and ask for the complaint to be reviewed. The LGO provides a free, independent service. This service can be provided by various organisations depending on the geographical location of the service i.e. England, Scotland, Wales.
Peak Care Solutions
Local Government Ombudsman (services in England):
The Local Government Ombudsman
PO Box 4771
0300 061 0614
Public Services Ombudsman (services in Wales):
Walsh Public Services Ombudsman
1 Ffordd yr Hen Gae,
0300 790 0203
Scottish Public Services Ombudsman:
Scottish Public Services Ombudsman
4 Melville Street
0800 377 7330
The complaints process does not cover Peak Care Solutions employees wishing to raise a grievance regarding their employment. If you are a Peak Care Solutions employee and would like to raise a concern regarding your employment please contact your regional HR manager, or you can contact the Employee Relations helpdesk at 00000 00000/ HR@peakcaresolutions.co.uk.