Who can complain
Anyone can raise a concern or complaint about our services. This includes the people we support, their families, friends and advocates, and professionals we work with.
If you are complaining for someone else, we will need their agreement, unless they cannot give it and you are acting in their best interests.
How to complain
Often, the quickest way to sort out a concern is to talk to the staff member involved or their manager. If that does not resolve it, or you would rather not, you can make a formal complaint:
- by email to office@globalmckarm.co.uk
- by post to 29 Victoria Street, Aylesbury, HP20 1LZ
- by telling any member of our staff, who will pass it to a manager
Please tell us what happened, when, who was involved and what you would like us to do. We can help you put your complaint into words, and we can arrange an advocate or an interpreter if you need one.
What happens next
- We acknowledge itWe will acknowledge your complaint within 3 working days and tell you who is looking into it.
- We look into itWe will investigate fairly and may ask to talk to you to understand what happened.
- We respond in fullWe will send you a full written response within 20 working days. If we need longer, we will tell you why and keep you updated.
- We put things rightWe will explain what we found, apologise where we got things wrong, and tell you what we are doing to stop it happening again.
If you are not satisfied
If you are unhappy with our response, please tell us and a director will review your complaint.
If you are still not satisfied, you can take your complaint further:
- Local Government and Social Care Ombudsman (LGSCO): independent and free. It looks at complaints about adult social care, whether the care is funded by the council or paid for privately. Visit lgo.org.uk or call 0300 061 0614.
- If your care is arranged or funded by a local authority, you can also complain to that local authority.
The Care Quality Commission (CQC) does not investigate individual complaints, but it wants to hear about your experience. You can share it at cqc.org.uk or by calling 03000 616161.
Safeguarding concerns
If your concern is about someone being harmed or at risk of harm, it will be handled as a safeguarding concern straight away. If someone is in immediate danger, call 999.
Learning from complaints
We keep a record of every complaint and review them regularly. We use what we learn to improve our care, our training and our policies.