Complaints Procedure

How to raise a concern

If something is not right — whether about our care services, our staff or this website — please tell us. You can contact us in any of the following ways:

• Email: contact@abcliveincare.co.uk
• Telephone: 01252 448671
• Post: Registered Manager, ABClivein Care Hampshire, Unit 1, Suite C, Dares Farm Business Park, Ewshot, Farnham, GU10 5BB

You can complain on your own behalf, or on behalf of someone you care for with their consent. We will not treat anyone less favourably for making a complaint.

What happens next

1. We will acknowledge your complaint within 3 working days of receipt.
2. A senior member of staff (usually the Registered Manager) will investigate what happened.
3. We will send you a full written response within 28 calendar days. If we need longer for a complex matter, we will tell you why and agree a new timescale with you.
4. Where we have made a mistake, we will say sorry, explain what went wrong and tell you what we are doing to prevent it happening again.

If you are still not satisfied

If you remain unhappy after our final response, you can escalate to the Local Government and Social Care Ombudsman, which provides a free, independent service for complaints about adult social care:

• Website: lgo.org.uk
• Telephone: 0300 061 0614

Telling the CQC

You can also share concerns with the Care Quality Commission. The CQC does not investigate individual complaints, but it uses information from the public as evidence when monitoring providers like us:

• Website: cqc.org.uk/give-feedback-on-care
• Telephone: 03000 616161

Safeguarding

If you believe an adult is at risk of abuse or neglect, contact Hampshire County Council Adults' Health and Care, or call 999 in an emergency.