1. Introduction

We always aim to provide a high standard of care in all our services.

Our customers’ views are important to us and help to ensure our services are consistently meeting people’s needs. If you are unhappy with any of our services it is important you let us know. 

 

If a complaint alerts us to possible abuse or neglect we will tell the Council’s adult safeguarding team. The safeguarding team will decide how to investigate and monitor outcomes. 

2. Providing comments, feedback and suggestions

 

You do not have to make a formal complaint to raise concerns with us, feedback about the care you are receiving or make suggestions about how we can do better. 

 

We are happy to receive comments, feedback and suggestions from anyone receiving services, and their friends or family. 

 

Raising issues or concerns with us in this way helps us to improve our services or fix a problem without you having to make a complaint. 

 

You can provide comments, feedback and suggestions to any member of staff or the Manager or their Deputy.

 

Comments or suggestion boxes are available if you would rather make your suggestion that way.

 

You can also send your comments, feedback and suggestions to:

 

Director

Flourish Holistic Coaching

Ribblesdale House, 14 Ribblesdale Pl, Preston PR1 3NA, United Kingdom

+44 1772 915735

enquiries@flourishholisticcoaching.co.uk

 

3. Making a complaint

 

A complaint is an expression of dissatisfaction, however made, about the standard of service, actions or lack of action by: 

• our company;

• our staff; or 

• those acting on our behalf. 

 

If you have not told us about the issue before we may deal with your complaint as a comment, feedback or suggestion. However, if you are still unhappy after we have dealt with your concerns in this way we will accept a complaint. 

 

We aim to handle complaints quickly, effectively and in a fair and honest way. We take all complaints seriously and use valuable information from investigating to help us improve the service we provide. We treat all complaints in confidence but we may have to speak to those involved as part of our investigation. 

 

Flourish Holistic Coaching assures clients and their families that it will not withdraw or reduce services because someone makes a complaint in good faith.

 

4. Who can complain

Anyone affected by the way Flourish Holistic Coaching provides services can make a complaint.

 

A representative may complain for the affected person if they:

 

• have died

• cannot make a complaint themselves, or

• have given consent for the representative to act on their behalf

 

We will be happy to find someone from an independent organisation to act as an advocate for you if you are not happy about making a complaint yourself and you do not know someone who can talk or write to us on your behalf. 

5. How you can make a complaint

You can complain:

• in person

• by telephone

• by letter

• by email

• through a member of our staff

• through an advocate or representative 

6. Anonymous complaints

We will deal with anonymous complaints under this procedure. However it is better if you can provide contact details so we can tell you the outcome of our investigation.

 

7. Complaints we won’t look at

 

We do not investigate the following complaints under this procedure:

 

• a complaint by an employee relating to their employment (we handle this in a different way, for example through our grievance procedure)

• a complaint where we were not aware of the issue and we can deal with it as a comment, feedback or suggestion first.

• a complaint that has already been investigated and resolved.

 

In these circumstances, we tell you in writing of our decision not to investigate the complaint and the reasons why. 

 

8. Responsibility

The Registered Manager has overall responsibility for dealing with all complaints made about their service.

 

We will provide:

• help you need to understand the complaints procedure; or

• advice on where you may get that help.

 

9. How we handle complaints

The Registered Manager or Flourish Holistic Coaching may ask one of the management team to investigate the complaint. That person will have enough seniority and experience to deal with the issues raised by the complaint.

 

We will acknowledge a complaint within 3 working days and give you the name and contact details of the person investigating it.

 

We will keep you informed about the progress of the investigation. We aim to have all complaints finished within 28 working days. If we need more time to consider your complaint, we will let you know and keep you informed of our progress. 

 

When we have finished investigating, we will write to you with:

• details of the findings;

• any action we have taken; and

• our proposals to resolve your complaint.  

 

Wherever possible, we will arrange to meet you to discuss the outcome.

 

10. Time limits

You should complain as soon as you can after the date on which the event occurred or the date you became aware of the issue. If you complain more than twelve months later, we may not be able to investigate properly. We will also consider whether you had good reason for not making the complaint sooner and whether, despite the delay, it is still possible to investigate the complaint effectively and fairly.

 

11. Further steps

At any stage during the process, if you are not happy with the way the service is dealing with your complaint you can contact job title at:

 

Flourish Holistic Coaching 

Ribblesdale House, 14 Ribblesdale Pl, Preston PR1 3NA, United Kingdom

+44 1772 915735

 

If you remain dissatisfied after we have completed our complaints process, you may refer your complaint to the Local Government and Social Care Ombudsman (LGSCO) for an independent review. Further information is available on the Ombudsman's website: https://www.lgo.org.uk/information-centre/information-for-organisations-we-investigate/independent-care-providers/resources-for-care-providers

 

*We can provide this policy in other languages or in other formats on request