A verbal complaint will, wherever possible, be dealt with at the point of service, by the person providing that service and as quickly, sympathetically and efficiently as possible. All employees of the Agency are, potentially, recipients of oral complaints, and upon receipt, an employee will:
However should the employee not be capable of dealing immediately (or the same day) with the initial complaint (for whatever reason, but usually because the matter refers to operational policy, which the employee is incapable of changing, or is a matter outside of their normal responsibility, or the matter is clearly serious in its nature), then the employee will inform the complainant that the matter will have to be referred. In such situations the complainant will be advised that their complaint will be acknowledged, formally, in writing, within three working days.
At this point the matter will be dealt with as if it were a written complaint.
Any complaint about the Agency Manager should be addressed to: The Manager, The Bay Care Group, 49 Torquay Road, Paignton, TQ3 3DT.
We are sorry to learn that you have a complaint about Bay Care Domiciliary Ltd. Please complete the form below and we will respond within 48 hours.