Complaints & Feedback Policy

Blue Heart Care Group – Complaints & Feedback Policy

1. Policy Purpose

Blue Heart Care Group is committed to delivering a high standard of care, support and service across all areas of our organisation — including Recruitment, Homecare services and Children’s Residential care.

We recognise that sometimes things may not go as expected, and your feedback is valuable in helping us improve. If you are dissatisfied with any part of our service, we encourage you to raise your concerns so we can resolve them promptly, fairly and transparently.

This policy outlines how to make a complaint, how it will be handled, and what you can expect at each stage.

2. How to Make a Complaint

If you have a concern or are unhappy with any aspect of our service, please contact us as early as possible so we can address the matter informally in the first instance.

Informal Complaint Contact:

Phone: 01633 646900
Email: martin@blueheartcare.co.uk

If you feel the matter has not been resolved or you wish to escalate it immediately, please submit your complaint in writing with as much detail as possible.

Formal Complaint Submission:

Email: sam@blueheartcare.co.uk

Post:

Blue Heart Care Group
Unit 31, Orion Suite
Enterprise Way
Newport
NP20 2DX

Please include where possible:

  • Your name and contact details
  • Details of your complaint — what happened, when and where
  • Names of relevant staff, clients or services involved
  • What outcome or resolution you feel would be appropriate

3. What Happens Next – Our Response Stages

Stage 1 – Acknowledgement

  • We will confirm receipt of your complaint within 5 working days.
  • You will be informed of the person handling your case.
  • Your complaint will be logged securely in our internal complaints register.

Stage 2 – Investigation

We will carry out a full review which may include:

  • Speaking with the staff/team involved
  • Reviewing documentation, communication or case notes
  • Requesting further details from you if needed

We aim to complete our initial investigation within 10 working days.

Stage 3 – Outcome & Resolution

Once the investigation is complete, we will:

  • Arrange a phone call or meeting to discuss findings
    or
  • Provide a written outcome summary if a meeting is not required or preferred

You will receive this summary within 5 working days of investigation completion, including any actions, learning outcomes or improvements to be made.

4. Escalation – If You Remain Unsatisfied

If you feel your complaint has not been resolved to a satisfactory standard, you may request an internal review. A separate Senior Director, not previously involved, will reassess the complaint independently.

You will receive a final response within 10 working days of escalation.

5. External Review (Final Step)

If, after all internal stages have been completed, you still feel the outcome is not satisfactory, you may refer your complaint to the relevant external body for further consideration. This may include (depending on service):

  • CIW (Care Inspectorate Wales)
  • CQC (if services were expanded into England)
  • Local Authority Safeguarding / Commissioning Team
  • Employment Agency Standards / REC for recruitment matters

Full contact details can be provided upon request depending on the nature of the service involved.

6. Policy Notes

  • All complaints are treated with confidentiality and sensitivity.
  • No person raising a complaint will ever be discriminated against or disadvantaged for doing so.
  • If timescales need to be extended due to case complexity, you will be notified and updated throughout.
  • We will also ensure compliance with any statutory or regulatory complaint requirements related to Children’s Residential Services, Domiciliary Care, or Employment Agency standards.

Policy Owner: Blue Heart Care Group

Policy Title: Complaints & Feedback Policy

Last Updated: 2025

Version: 2.0