Complaints

Complaints procedure

Although we always aim to provide a high quality service, occasionally there may be times when you feel we haven’t.

The types of concern covered by our complaints procedures include:

• Poor staff behaviour
• Poor compliance with our policies and procedures

How to make a complaint

We request that all complaints be made in writing in the first instance. You can by email to customersupport@platinumhomecareuk.co.uk

Please tell us what outcome you are looking for and include your full name, address and preferred contact details.

The information you should provide

Please give us as much information as possible. Where relevant, you should include:

• Name of the employee(s) whom you are complaining about;
• Full details of the complaint (including times, dates, locations, forms of communication, Platinum Home Care reference);
• Any documentary evidence to support your complaint.

How we will handle your complaint

We will review the complaint and determine whether there is sufficient information to proceed with it. We might ask you for further information or clarification.

In most cases, we will first attempt to resolve complaints informally through the team concerned. We will always aim to respond within 3 working days.

If you are unhappy with the way your complaint is handled, there are two stages of review in Platinum Home Care complaints process. The first stage is for the complaint handling to be reviewed by a Head of Division. If you remain unhappy, then a further review may be carried out.