Complaint Policy

Complaints Policy

We are committed to providing high levels of service to our customers. If something has gone wrong, we want to know at the earliest opportunity. We aim to deal with all complaints as swiftly as possible and with sensitivity.

How to raise a complaint or concern:

A complaint or concern can be made verbally or in writing to our main office for a full investigation to be carried out.

Telephone: 01472 403666
Email: enquiries@uh.services
Address: Office G0 64 St Peters Avenue Cleethorpes DN35 8HP

Outcome

Following a thorough and impartial investigation, the complainant will receive a written response within 10 working days of which the complaint or concern will be categorised into one of three outcomes:

Substantiated – All elements have been upheld and there is evidence to support this.

Partly substantiated – Some elements have been uphold and there is evidence to support this.

Unsubstantiated – There is no evidence to support this.

Details of the findings and any necessary corrective measures will also be included.

Appeals Process

If the complainant is unhappy with any aspect of the complaint investigation and/or the outcome, they have the right to appeal by contacting the Registered Manager and can expect a response within 28 working days.

Email: info@uh.services
Address: Office G0 64 St Peters Avenue Cleethorpes DN35 8HP

All appeals should be made in writing by outlining the original complaint, detail the reason for dissatisfaction and the desired outcome.

In addition to this policy, the following regulatory bodies can be contacted.

The Care Quality Commission (CQC)

Citygate Gallowgate
Newcastle upon Tyne
NE1 4PA

Telephone: 03000 616161

Local Government Ombudsman
PO Box 4771
Coventry
CV4 0EH
Telephone: 03000 610614