At SCL Care Ltd we do everything we can to make sure our service users get the best possible service, but occasionally we can get things wrong. If you have a concern or complaint, we want to resolve it, quickly and simply so please talk to us. By talking to the member of staff you usually deal with, or the Manager, we can often clear up any issues quickly. They will discuss the problem with you and agree with you what to do next.

 

We understand however that there may be occasions when a service user or their relative may wish to make a formal complaint. We want you to know that you should always feel free to raise your concerns. In the event of a formal complaint we may need to carry out an investigation; if this is the case then we will respond within 5 working days and then contact you again within 28 days with the result of our investigation and what action we intend to take.

 

In the first instance we would always advise you to contact the Registered Manager of the care home that the service user resides at. 

 

If your concern is still not resolved contact the Registered Provider:

          Mr Saggar Malde

          Address: SCL Care Ltd, 70 Little Oxhey Lane, Watford, Hertfordshire, WD19 6FW

          Email: admin@sclcare.co.uk

 

If you are not happy with the outcome of your complaint, and you are funded, you can contact Social Services. Having followed their complaints procedure, if you are still not satisfied, you can contact the Local Government and Social Care Ombudsman. Alternatively if you are not happy with the outcome of your complaint and you are privately funded, you can also contact the Local Government and Social Care Ombudsman.

 

Please note that the LGO will not usually investigate a complaint until the provider has had an opportunity to respond and resolve matters. The LGO is also not a further appeal. It looks at whether we have followed the right steps when taking action or reaching a decision. The LGO decides whether it can and should investigate complaints. For example, the LGO may decide not to investigate your complaint if you have not been significantly personally affected by the issue you are raising:

 

          The Local Government and Social Care Ombudsman

          Address; PO Box 4771, Coventry CV4 0EH.

          Phone: 0300 061 0614

          Website: www.lgo.org.uk/how-to-complain

 

Our service is registered with and regulated by the CQC. The CQC cannot get involved in individual complaints about providers, and they would encourage you to seek a local resolution with the care home. They are happy however to receive information about our services at any time. You can contact the CQC at:

 

          Care Quality Commission 

          Address: Citygate, Gallowgate, Newcastle upon Tyne, NE1 4PA

          Phone: 03000 616161

          Website: www.cqc.org.uk

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