Complaints Procedure

At TP Care at Homes Ltd, we are committed to providing the highest standard of care and support. We value feedback from clients, families and the public, and we use it to improve our services. If you are ever unhappy with any part of our service, please let us know.

We promise that:

• All complaints will be taken seriously, handled fairly and treated in confidence.

• Complaining will never affect the care or support you receive.

• Where we get things wrong, we will apologise and explain how we will put things right.

How to Make a Complaint

You can make a complaint in any of the following ways:

• In person

• By phone: 07881 117247

• By email: tee@tpcareathomes.co.uk

• In writing to:
  TP Care at Homes Ltd
  7, 27 Dean Park Road
  Bournemouth
  BH1 1JA

• Through any member of staff

• Through an advocate or representative

• Anonymous complaints are also accepted.

What Happens Next

1. Acknowledgement

   • We will acknowledge your complaint within 3 working days.

   • We will confirm who is investigating it and invite you to meet and discuss it if you wish.

2. Investigation

   • A senior member of our team will investigate fairly and thoroughly.

   • We will keep you updated throughout the process.

3. Response

   • Within 28 working days (unless otherwise agreed), we will send you a written response with our findings, actions taken and outcomes.

   • If we find faults, we will apologise and explain what has been done to prevent them happening again.

If You’re Not Satisfied

If you remain unhappy with our response, you have the right to escalate your complaint to independent bodies:

• Local Authority Complaints Team (if your care is commissioned by the council)

• Local Government and Social Care Ombudsman

  • Website: www.lgo.org.uk

  • Tel: 0300 061 0614

• Parliamentary and Health Service Ombudsman (for NHS-funded clients)

  • Website: www.ombudsman.org.uk

  • Tel: 0345 015 4033

• Care Quality Commission (CQC) (the regulator)

  • Website: www.cqc.org.uk

  • Tel: 03000 616161

Compliments and Suggestions

We also welcome compliments and suggestions. Positive feedback helps us celebrate success, while suggestions give us opportunities to improve. Please share your thoughts with us by contacting the Registered Manager - Tivadar Polgar (tee@tpcareathomes.co.uk).