What to do if you are unhappy with our service

Home Care Services takes all complaints very seriously, no matter how small they may seem.

Service users have the right to complain verbally or in writing at any time. We will respond to any verbal complaint within 48 hours and follow this up in writing where it is deemed necessary and appropriate. All written complaints will be acknowledged in writing within 7 days, your complaint will be thoroughly investigated and you will be informed of the outcome within 28 days. If a complaint is not resolved within 28 days due to the need for further investigation you will be informed in writing and be given an approximate timescale for resolution. Complaints are dealt with promptly, fairly and sensitively with due regard to the upset and worry that they can cause to both staff and service users.

Your first contact for making a complaint is to your Area Manager at the local office:

Cobdown House
London Road
Ditton
Aylesford
Kent ME20 6DQ
Tel: 01622 797100
(For Tonbridge & Malling, Sevenoaks, Dartford and Gravesham areas)

45 Chestfield Road
Chestfield
Whitstable
Kent CT5 3LD
Tel: 01227 793651
(For Whitstable and Herne Bay areas)

Channel House (Unit J1a)
Channel Road
Westwood Industrial Estate
Margate
Kent CT9 4JS
Tel: 01843 230460
(For Swale and Thanet areas)

The outcomes of any investigation will be recorded in the Complaints Book and any shortcomings in company procedures will be identified and acted upon.

You also have the right to complain directly to the following:

Kent County Council
West Kent Area Office
17 Kings Hill Avenue
Kings Hill
West Malling
Kent ME19 4UL
Tel: 01732 525000

CSCI Local Office
The Oast
Hermitage Court
Hermitage Lane
Maidstone
Kent ME16 9NT
Tel: 01622 724950

Kent County Council
East Kent Area Office
St Peters House
Dane Valley Road
St Peters, Broadstairs
Kent CT10 3JJ
Tel: 01843 860000

General Social Care Council
Goldings House
2 Hay’s Lane
London, SE1 2HB
Tel: 020 7397 5100