Complaints Procedure
How to make a complaint – service user information
If you wish to make a complaint, this can be done by telephone, in person, in writing or by email using our website: www.re-pat.co.uk
You may wish to raise your complaint directly with the Registered Manager of Re-Pat Ltd:
Name: Rob Page
Address: 40 Locks Hill, Portslade, East Sussex, BN41 2LD
Email: Rob@re-pat.co.uk
Telephone Number: 0800 069 9900
If your complaint is made by telephone or in person, we will make a written record of your complaint and will provide you with an acknowledgement letter within two working days.
You are fully entitled to make your complaint in writing.
Our acknowledgment letter will contain the name of the person who will investigate your complaint.
How your complaint will be investigated
Your complaint will be thoroughly investigated. This will be completed within 28 working days, and we will provide you with a written response detailing the outcome of the investigation and any action that has been taken.
During the investigation, the Registered Manager will need to collect and review evidence in a variety of ways. This may include carrying out interviews, looking at written records and documentation and they may wish to visit you or speak to you over the phone.
The Registered Manager will keep you informed about the progress of the investigation, either by telephone or in writing.
If the matter of the complaint is particularly complex it may take longer than 28 working days to investigate. We will let you know about the delay, and a new date for the conclusion of the investigation will be agreed.
Any communication about your complaint, and the outcome of the complaint, will always be conveyed to you in writing. All investigations regarding complaints must be concluded within 6 months.
If you are dissatisfied with the outcome of your complaint
After Re-Pat Ltd has fully dealt with your complaint and if you are not satisfied with the outcome, you may wish to complain to the Local Government Ombudsman (LGO).
The LGO provides a free, independent service and can be contacted for advice, guidance or to register a complaint. The contact details for the Local Government Ombudsman are:
Telephone: 0300 061 0614
Email: advice@lgo.org.uk
Website: https://www.lgo.org.uk/
Complaint form: Complaint Form - Local Government and Social Care Ombudsman
Care Quality Commission
Re-Pat Ltd is applying to be registered with and regulated by the Care Quality Commission (CQC).
CQC like to be informed about any concerns regarding a care provider:
National CQC Customer Service Centre
Citygate
Gallowgate
Newcastle upon Tyne
NE1 4PA
Tel: 03000 616161
Email: enquiries@cqc.org.uk
Anonymous Complaints
Any complaints that are made anonymously will be taken seriously and the details of the complaint documented. If you make an anonymous complaint, it will be investigated but we will not be able to provide you with details of the outcome.
