Hales Health & Social Care is committed to providing a high level service to our customers. If you do not receive satisfaction from us we need you to tell us about it. This will help us to improve standards where necessary.
If you have a complaint please contact our HR Manager in writing at 4A-C Lynx Business Park, Fordham Road, Cambridge, CB8 7NY. Alternatively, you can email a complaint here – Make a Complaint
We will write to you to acknowledge receipt of your complaint within 7 days of us receiving it.
We will start to investigate your complaint. This can involve any, or all, of the following steps:
We may hold an investigation meeting with the member of staff about whom you are complaining and/or ask them to reply to your complaint in writing.
We will examine the member of staff’s reply and the information you have provided us with.
Our HR Manager may need to contact you to discuss further details of your complaint if this is the case, will contact you in a timely manner.
We will write to you confirming the outcome of our investigation and include our suggestions for resolving the matter. You can expect to receive this detailed response within 28 days of your original complaint being received. If for any reason we find that the investigation may take longer than 28 days, we will write to you to inform you of the delay and provide you with an anticipated conclusion date.
At this stage, if you are not satisfied with the outcome, you can contact us again and a Director of the company will review the decision within 10 days and write to you to explain why the feel the decision was correct, or to offer an alternative solution if they feel the decision was inappropriate.
If you are still not satisfied at that stage you can contact either of the following independent bodies: