Complaints Policy

If something is not right, I want to hear about it. Complaints help me improve, and raising one will never affect the care you receive in any way. I handle every concern quickly, fairly and in confidence.

You can raise a concern in whichever way feels most comfortable:

• Speak to me — Borbala Kiss, the owner — directly, during a visit or on the phone.
• Email me at info@carekindathome.co.uk.
• Write to me at my registered address, which I can provide on request.

I follow a simple, transparent process:

• Within 2 working days I will confirm I have received your complaint and make sure I understand exactly what has gone wrong.
• I will look into it properly — listening to you and, where needed, anyone else involved.
• Within 10 working days I will come back to you with an explanation and, where appropriate, what I am doing to put things right.
• If a full investigation needs longer, I will keep you updated on progress and tell you when to expect my answer.

I will always try to resolve concerns myself first, but if you remain unhappy you can ask your local authority or an advocacy service for support in raising your complaint — I can help you get in touch with them.

Every complaint is reviewed by me personally. I look at what caused the issue and make changes so it does not happen again — this is a key part of how I keep my care safe and kind.