Complaints Procedure

Our commitment to you

We want to hear from you if something has not met your expectations. Feedback and complaints help us improve, and we treat every complaint fairly, promptly, and without any negative effect on the care or service you receive.

How to make a complaint

You can raise a complaint in whichever way is easiest for you:

• By phone: 07341859179
• By email: info@zebohealthcare.co.uk
• In person, by speaking to your care coordinator or a member of our office team

Support to make a complaint

If you need support to make a complaint, for example from a family member, advocate or interpreter, please let us know and we will help arrange this.

What happens next

• Acknowledgement: We will acknowledge your complaint within [3 working days].
• Investigation: A senior member of our team will investigate your complaint thoroughly and impartially, which may include speaking with you and relevant staff.
• Response: We aim to provide a full written response within [20 working days]. If the investigation takes longer, we will keep you updated on progress and the expected timescale.
• Resolution: Where we have made a mistake, we will explain what happened, apologise where appropriate, and outline any actions we are taking as a result.

If you are not satisfied with our response

If you remain unhappy after our final response, you can ask for your complaint to be reviewed by [a Director / Registered Manager]. If you are still not satisfied, you have the right to refer your complaint to an independent body, depending on the service concerned:

• Adult social care: Local Government and Social Care Ombudsman (lgo.org.uk).
• Children's services: Ofsted, or the Children's Commissioner, as appropriate.
• Regulatory concerns about the quality or safety of care: the Care Quality Commission (CQC). You can raise concerns with the CQC at any time, regardless of a provider's registration status.

Confidentiality

All complaints are handled confidentially and in line with our Privacy Policy. Raising a complaint will never negatively affect the care or service you or your family receive from us.