Complaints Procedure

Ensuring Your Concerns Are Heard and Addressed

At Call2Care Solutions, we are committed to providing the highest standards of care. However, we understand that there may be times when we fall short of these expectations. If you have concerns or wish to make a complaint, we encourage you to let us know so we can address the issue promptly and transparently.

How to Make a Complaint
  • Contact the Registered Manager

    For complaints regarding our services, please contact Florence Frimpong, our Registered Manager.

  • frimpong@call2care.co.uk
  • 0333 006 4816
  • Complaints Involving the Registered Manager

    If your complaint involves the Registered Manager or if you are not satisfied with the response received, please escalate your complaint to Estelle Oduro, our Nominated Individual.

  • oduro@call2care.co.uk
  • 0333 006 4816
  • Contacting External Bodies

    If you feel that your complaint has not been adequately resolved or if it is of a very serious nature, you have the right to contact external bodies for further escalation.

The Healthcare Ombudsman provides a free, independent service to help resolve disputes between patients and healthcare providers.

Phone: 0345 015 4033

Online: Ombudsman Complaint

You can also report your complaint to the CQC, which regulates and inspects health and social care services in England.

Phone: 03000 616161

Online: CQC Feedback

We value your feedback and take all complaints seriously. By voicing your concerns, you help us improve our services and ensure that we continue to meet your needs and expectations. We do our best to acknowledge complaints within 48 hours of receiving them. Our team conducts a thorough investigation to understand the issue fully and aims to respond to complaints within 28 days.

Throughout this process, we prioritise the safety and well-being of our service users, ensuring that any necessary actions are taken promptly to address and resolve the issue. We are committed to transparency and continuous improvement, using your feedback to enhance the quality of our care and services.

For more detailed information, you can request a copy of our complaints policy from our Resource Hub.