Skip to content
Call 07444 188 195Register for work
Care Solutions 247 Recruitment

Legal

Complaints Procedure

Last updated 2 November 2026About 6 minutes to read

Draft: requires client and legal review before publishing. Details in square brackets must be confirmed.

This page explains how to raise a complaint with us, what we will do and where else you can go for help.

At a glance

  • You can complain by phone, email, post or our contact form.
  • We will acknowledge your complaint and give you a written response.
  • Safety concerns are dealt with straight away. Call us, or 999 in an emergency.
  • Independent organisations can help if you are still not satisfied.

1. Our commitment

We want every care provider, care professional and visitor to have a good experience with us. When something goes wrong, we want to hear about it so we can put it right and learn from it.

2. Who can complain

Anyone can complain, including the care providers we supply, the care professionals who work through us, people who apply to us and visitors to our website. You can also complain on behalf of someone else with their permission.

3. How to make a complaint

Contact us by phone, email, post or through our contact form:

  • Email: [EMAIL]
  • Phone: 07444 188 195
  • Post: Care Solutions 247 Ltd, Unit 43, Spaceworks, Easton Business Centre, Bristol BS5 0HE

To help us look into it quickly, please tell us:

  • your name and how to contact you;
  • what happened, when and where;
  • the names of anyone involved, if you know them; and
  • what you would like us to do to put things right.

4. Safeguarding concerns

If your concern is about the safety of a person receiving care, call us straight away rather than writing. If someone is in immediate danger, call 999. You can also report concerns to the local authority’s adult safeguarding team.

5. What happens next

  1. We will acknowledge your complaint within [3 working days].
  2. A senior member of our team who was not involved will look into it.
  3. We will give you a full written response within [20 working days]. If we need longer, we will tell you why and keep you updated.

6. If you are not satisfied

If you are unhappy with our response, you can ask for it to be reviewed by a company director [CONFIRM]. Their decision will be our final response.

7. Help from outside organisations

  • Employment agency standards: the Employment Agency Standards Inspectorate deals with complaints about how agencies treat workers and clients. Visit gov.uk/government/organisations/employment-agency-standards-inspectorate.
  • Your personal information: the Information Commissioner’s Office at ico.org.uk or 0303 123 1113.
  • Pay and working rights: Acas offers free, impartial advice at acas.org.uk.
  • The care you receive in a care home or service: please raise it with the care provider first. Concerns about a registered care service can also be shared with the Care Quality Commission at cqc.org.uk.

8. Learning from complaints

We keep a confidential record of every complaint and what we did about it. We review these regularly to improve how we work.

Questions about this page?

Our team is happy to help.

07444 188 195 Contact us