Complaints
If something has gone wrong, tell us. We would rather hear it from you directly than read it somewhere else, and complaints are how a service finds out what it cannot see from the inside.
Complaining does not affect your care
Nobody receives a worse service because they complained, and nobody has a placement ended because they raised a concern. If you are worried that speaking up will make things harder, say so when you complain and we will address that specifically.
How to complain
Ring 07904 385455 and ask for the registered manager, or write to Office 18, Corby Business Centre, Eismann Way, Corby, NN17 5ZB.
You can complain on your own behalf, or on behalf of someone else with their agreement. A young person we support can complain themselves, and we will help them do it if they want help.
Tell us what happened, when, who was involved and what you would like us to do about it. If you do not have all of that, complain anyway and we will work it out with you.
What happens next
- 01
We acknowledge your complaint in writing and tell you who is looking into it.
- 02
We look into it
That normally means speaking to the people involved, reading the records and speaking to you.
- 03
We write to you with what we found, what we are doing about it and what has changed as a result.
- 04
If you are not satisfied, you can ask for the response to be reviewed by someone who was not involved the first time.
If you are still not satisfied
You do not have to accept our answer, and you can escalate at any point rather than waiting for us to finish.
- Your local authority
- If a local authority arranged or funds the support, their complaints team can consider it independently of us.
- The Care Quality Commission
- The CQC does not investigate individual complaints, but it does want to know about concerns regarding a registered service, and that information shapes their inspections. You can contact them at cqc.org.uk or on 03000 616161.
- The Local Government and Social Care Ombudsman
- For services arranged or funded by a local authority, the Ombudsman can review your complaint once we and the authority have had a chance to respond. Contact them at lgo.org.uk or on 0300 061 0614.
Concerns about a child
A complaint and a safeguarding concern are different things.
If you are worried that a child is at risk of harm, do not use the complaints process and do not wait for a reply. Call 999 in an emergency, or contact the local authority safeguarding team.
Speak to the Corby office
You get the people who run the service, not a call centre. Ask for a registered manager.
Giant Healthcare Corby, Office 18, Corby Business Centre, Eismann Way, Corby, NN17 5ZB. Registered with the Care Quality Commission for personal care only, not nursing or clinical treatment. Location ID 1-5832866722. View our CQC profile.