Complaints Procedure
Winsome Care Ltd is committed to providing the highest standard of supported living services. However, we recognise that there may be occasions when things do not meet expectations. We welcome feedback, including complaints, as an opportunity to learn and improve. Our complaints procedure is designed to be clear, accessible, and fair, ensuring that every concern is taken seriously and resolved as quickly as possible.
Taken seriously. Always.
We take all complaints seriously and investigate them thoroughly. We are committed to:
Treating every complaint with respect and without prejudice
Investigating complaints promptly and impartially
Keeping the complainant informed throughout the process
Resolving complaints as quickly as possible
Learning from complaints and using them to improve our service
Ensuring that no person is treated differently or disadvantaged as a result of making a complaint
Who Can Make a Complaint
Anyone can raise a concern or make a complaint about our service, including:
How to Make a Complaint
Informal Resolution
Many concerns can be resolved informally by speaking directly to a member of our team. If you have a concern, please speak to the support worker involved, their senior, or our Registered Manager. We will do our best to address the issue immediately.
If your concern is not resolved informally, or if you prefer to make a formal complaint, you can do so in the following ways:
Formal Complaint
If your concern is not resolved informally, or if you prefer to make a formal complaint, you can do so in the following ways:
Write to The Registered Manager, Winsome Care Ltd, Anfield Business Centre, 58 Breckfield Road South, Liverpool, L6 5DR
info@winsomecare.co.uk (marked "Formal Complaint")
0151 453 5560
Visit our office by appointment: Anfield Business Centre, 58 Breckfield Road South, Liverpool, L6 5DR
What Happens After You Complain
We take all complaints seriously and investigate them thoroughly. We are committed to:
Acknowledgement
We will acknowledge your complaint within three working days of receipt.
Investigation
The Registered Manager (or an alternative senior person if the complaint involves the Registered Manager) will investigate your complaint thoroughly and impartially.
Response
We aim to provide a full written response within 20 working days. If the investigation requires more time, we will let you know and keep you updated on progress.
Resolution
Our response will include a summary of the investigation findings, any actions we are taking, and an apology where appropriate.
Appeal
If you are not satisfied with the response, you can request an appeal to the Nominated Individual, Mr Oluwadara Odetoyinbo, who will conduct an independent review.
Escalating Your Complaint
If you remain dissatisfied after the internal complaints process, you can escalate your complaint to the following external organisations:
Care Quality Commission (CQC)
The CQC does not investigate individual complaints but uses complaint information to monitor providers. Contact: 03000 616161 or www.cqc.org.uk
Local Government and Social Care Ombudsman
If your care is funded by the local authority, the Ombudsman can investigate complaints that have not been resolved. Contact: 0300 061 0614 or www.lgo.org.uk
Liverpool City Council Adult Social Care
If your care is commissioned by the council, you can also raise concerns with their adult social care team.
Duty of Candour
Winsome Care Ltd complies fully with the Duty of Candour requirements under Regulation 20 of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014. Where a notifiable safety incident occurs, we will notify the person affected as soon as reasonably practicable, provide a truthful account of what happened, offer an apology, and keep them informed of the investigation and its outcomes. Openness and honesty are fundamental to our culture.
Housing Complaints
If your complaint relates to the housing element of your supported living arrangement (for example, repairs, rent, or tenancy issues), you should contact your housing provider directly, as they have a separate complaints procedure. We can help you identify the right person to contact.
Contact Us
We would love to hear from you. Whether you are looking for supported living for yourself, a family member, or someone you work with professionally, our team is ready to help.
