Complaints procedure

Our commitment

Complaints are handled quickly, fairly and honestly.

Rapid Care aims to deal with every complaint quickly, effectively, and in a fair and honest way. All complaints are treated confidentially and used to improve the service. Raising a complaint will never affect the care you receive.

Who can complain

Anyone affected by the way Rapid Care Ltd provides a service can make a complaint. A representative may complain on behalf of someone who is unable to do so themselves, with their consent. If you would like support to raise a complaint, we can help you find an independent advocate.

How to complain

In person, by telephone, through a member of staff, through an advocate or representative, by letter, or by email. If you make a complaint verbally, we will make a written record of it and give you a copy within three working days.

What happens next

We will acknowledge your complaint within three working days and tell you the name and contact details of the person investigating it. That person will be a member of the management team with appropriate seniority and no direct involvement in what you are complaining about.

We aim to complete all complaints within 28 working days, unless we agree a different timescale with you. We will keep you informed of progress rather than leaving you to chase.

Anonymous complaints

We deal with anonymous complaints under the same procedure. If you give us contact details we can tell you the outcome, but you do not have to.

Where a complaint suggests abuse or neglect

If a complaint indicates that someone may be being abused or neglected, we will notify the local authority’s adult or children’s safeguarding team so it can be investigated independently.

If you are not satisfied with our response

You can escalate to your local authority’s adult social care service, and to the Care Quality Commission. You can also contact the Local Government & Social Care Ombudsman, which considers complaints about adult social care providers. You do not have to complete our process first.