In accordance with the Complaints Policy of Metro Homecare Service, Service Users and/or their representatives who have any cause for concern or who wish to make a complaint about the service are assured that by lodging a complaint or raising a query they will experience no disadvantage or reprisal.

Metro HomeCare Service welcomes comments from Service Users and their representative(s) and other stakeholders in the service and uses input of this type as part of their Quality Monitoring programme.

The Company operates it’s Complaints Procedure in accordance with the Regulation 19 of the Health and Social Care Act 2008 (regulated Activities 2009).

Informal Complaints:

These are day to day issues and can usually be resolved by simple management by the Registered Manager or a Supervisor. If the issue cannot be resolved, the matter will be dealt with as a formal complaint.

Formal Complaints:

Formal complaints will be acknowledged in writing within 2 working days. The Company will carry out an investigation and take action within 28 days of receiving a complaint and the complainant will be notified of the outcomes of the investigation, findings and action taken within this time.

If, following this, the person making the complaint is still not satisfied, an appeal to the local registering authority – either the Local Authority or the Care Quality Commission (or both) can be made.

Care Quality Commission,

Concerns and Complaints,

Citygate,

Gallowgate,

Newcastle upon Tyne,

NE1 4PA

Tel: 03000 616161