We are committed to delivering the highest standard of care and service. Your feedback, whether a compliment or a complaint, is invaluable in helping us improve and maintain the quality of our services.
Complaints Policy
We strive to resolve complaints promptly, fairly, and transparently.
How to Make a Complaint:
Speak to a member of staff or the service manager directly(020 8004 1474.
Submit your complaint via email at admin@aniiscare.co.uk or in writing to:
Complaints Department, Office 101A, First Floor, Jolyon House, Amberley Way, Hounslow TW4 6BH.
What Happens Next:
Acknowledgment: We will acknowledge your complaint within 2 working days.
Investigation: Your complaint will be thoroughly reviewed, and we may contact you for further details or clarification.
Response: A formal response with findings and any proposed actions will be provided within 14 working days. If more time is needed, we will inform you of the progress.
Escalation:
If you are dissatisfied with the resolution, you can escalate the matter to senior management or an external body such as the Local Government and Social Care Ombudsman or the Care Quality Commission (CQC).
Compliments Policy
We value positive feedback that highlights what we’re doing well. Compliments help motivate our team and reinforce good practices.
How to Give a Compliment:
Share your feedback with a team member or manager.
Email us at admin@aniiscare.co.uk or write to us at the above address.
Confidentiality
All complaints and compliments will be handled in strict confidence, and personal information will be protected in line with our data protection policies.
Continuous Improvement
We view complaints and compliments as opportunities to learn and improve. Feedback will be analyzed to identify trends, make necessary changes, and enhance our services.
Thank you for taking the time to provide us with your valuable feedback. It helps us continue to provide quality care and build trusting relationships with our clients and their families.