Complaints procedure
Cascadia Quality Homecare is committed to providing the highest quality care. We take all complaints seriously and aim to resolve every concern quickly, fairly, and transparently. This policy is aligned to the Croner Complaints Policy (England).
Complaints manager: Nzi Aurelia Cathy Audrey Kouame-Ahouzan, Registered Manager
Stage 1 - Frontline resolution
Target: within 10 working days
In the first instance, please raise your concern with the care team or directly with our Registered Manager. We will:
- Acknowledge your complaint promptly
- Investigate the matter thoroughly
- Keep you informed of progress
- Aim to resolve the matter within 10 working days
- Confirm the outcome in writing
Stage 2 - Formal complaint
Acknowledged: within 3 working days · Resolved: within 28 working days
If your complaint is not resolved at Stage 1, or you prefer to make a formal complaint from the outset, please put your complaint in writing. A formal complaint will be:
- Acknowledged in writing within 3 working days
- Investigated by the Registered Manager (or Director if the complaint involves the RM)
- Resolved and responded to in writing within 28 working days
- Escalated to the Director if the RM is unable to resolve the matter
How to make a complaint
- By phone
- 0330 0438 445
- By post
- Complaints Manager, Cascadia Quality Homecare, Suite 485, 16 City Business Centre, Hyde Street, Winchester, SO23 7TA
If you are not satisfied with our response
If you remain dissatisfied after our formal complaint process, you may escalate your complaint to an independent body:
Local Government and Social Care Ombudsman
For complaints about adult social care services.
0300 061 0614Care Quality Commission (CQC)
For concerns about the safety and quality of our regulated services.
03000 616161Confidentiality and learning
All complaints are treated in the strictest confidence. Information will only be shared with those who need to know in order to investigate and resolve the matter.
We use complaints constructively. All complaints are recorded, reviewed regularly, and used to drive continuous improvement in our services. Where a complaint reveals a serious concern, we will notify the CQC in accordance with our duty of candour.