Our Complaints Procedure

This policy is part of our governance and compliance framework, which ensures every aspect of our care meets the highest standards.

Your Right to Complain

Under CQC Regulation 16, every registered care provider must have a clear and accessible complaints process. At SW Care, we go beyond the minimum. We actively encourage feedback because it helps us identify problems early and put things right before they affect anyone else.

Complaints can come from anyone connected to the care we provide — the person receiving care, a family member, a friend, an advocate, another professional, or a member of our staff. You do not need to be the person directly affected to raise a concern.

Four Ways to Make a Complaint

We make it as easy as possible to tell us when something is not right. You can contact us through any of these channels:

• By phone — Call us on 01242 352 554 and ask to speak with our Registered Manager, Stacey Cole
• By email — Write to us at care@swcare.co.uk
• By letter — Send your complaint in writing to our office address
• In person — Speak to any member of our team, and they will ensure your concern reaches the right person

If the person receiving care finds it difficult to complain themselves, a family member, friend, or advocate can do so on their behalf. We will never treat anyone differently for raising a concern.

What Happens After You Complain

We follow a clear and consistent process so you always know where your complaint stands.

• Acknowledgement within 3 working days — We confirm receipt of your complaint and explain the next steps
• Investigation — We gather the facts, speak with the relevant people, and review any records. Our Registered Manager, Stacey Cole, leads this process
• Written response — You receive a full written outcome explaining what we found, what action we have taken, and what changes we will make
• Follow-up — We check back with you to make sure the resolution has worked and you are satisfied

Throughout the process, you will have a named contact who keeps you informed. We aim to resolve complaints as quickly as possible while being thorough in our investigation.

Escalation to External Bodies

If you are not satisfied with our response, you have the right to escalate your complaint to independent organisations. We will never discourage you from doing so, and we provide the contact details for these bodies as part of our written response.

• Local Government and Social Care Ombudsman — An independent body that investigates complaints about adult social care
• Care Quality Commission (CQC) — The national regulator for health and social care in England
• Local authority adult social services — Gloucestershire County Council’s adult social care team

We Learn from Every Complaint

Every complaint is recorded, reviewed, and used to improve our service. We carry out root cause analysis to understand not just what went wrong, but why. This may lead to updated policies, additional staff training, or changes to how we deliver care.

Our Nominated Individual, Gurpreet Saggu, reviews complaint records quarterly to identify patterns and ensure systemic issues are addressed. This is not just about fixing individual problems — it is about building a better service for everyone.

Compliments and Suggestions Matter Too

Our feedback process is not only for complaints. We also record compliments and suggestions. When families tell us what is working well, it helps us recognise good practice and share it across the team. When you suggest an improvement, we take it seriously and consider how it can be implemented.

Read about all of our governance policies or view our CQC rating.

Browse our full governance and compliance policies to understand how we maintain high standards across every area of our service.