COMPLAINTS & FEEDBACK
We welcome complaints, compliments and feedback because they help us understand people's experiences and improve the quality of our services.
You have the right to speak up. Making a complaint will not adversely affect the care or support you receive from WJM Social Care Ltd.
If you are unhappy with any aspect of WJM's service, we encourage you to tell us as soon as possible so that we can understand your concerns and respond appropriately.
A complaint may be made verbally or in writing. Where someone needs help to make a complaint, we will seek to make the process as accessible as possible.
A family member, representative or advocate may also support a person to raise concerns where appropriate.
Dorcas Fokou, Proposed Registered Manager. WJM Social Care Ltd, 11 Kingmaker Way, Northampton, NN4 8QL. Telephone: 07453 269781. Email: info@wjmsocialcare.co.uk
Contact WJM and explain what has happened and what you are concerned about.
We aim to acknowledge your complaint within 3 working days.
We will review the issues raised and gather the information needed to understand what happened.
We normally aim to provide a final response within 20 working days.
If a complaint requires more time to investigate properly, WJM will communicate with the complainant about progress and the expected response timescale.
Where information suggests that a person may be experiencing abuse, neglect, exploitation or another safeguarding risk, WJM will consider the concern under its safeguarding procedures as well as the complaints process.
If someone is in immediate danger or requires urgent medical or police assistance, contact the appropriate emergency service.
Complaints, compliments and other feedback are reviewed through our quality-assurance arrangements. We use what people tell us to identify learning, improve practice and reduce the risk of problems happening again.
Feedback is not limited to complaints. People receiving support, relatives, representatives and professionals can also tell us about positive experiences or suggest ways we could improve.