Complaint policy and procedure

Suffolk Family Carers is committed to providing a high quality service to everyone we work with. In order to do this we need you to give us any comments about our service, and to tell us when we get things wrong. We want to help you resolve your complaint as quickly as possible.

We treat any expression of dissatisfaction with our service, which calls for a response as a complaint. We listen to your complaints, treat them seriously, and learn from them so that we can continuously improve our service.

You can download a copy of our complaints procedure here.

Courtesy and respect

When you contact us, you can expect our staff to respond with courtesy, respect and fairness at all times. We expect that you will also treat our staff dealing with your complaint with the same courtesy, respect and fairness.

We will not tolerate threatening, abusive or unreasonable behaviour by any complainant. Such situations are very rare, and should they happen, we would cease communication with the complainant immediately in accordance with our vexatious complaints, unreasonable and abusive behaviour policy (pages 6, 7, and 8). If necessary, we will inform the appropriate authorities.

Reasonable adjustments and alternative formats

Suffolk Family Carers is committed to equal opportunities. Our aim is to make our complaints policy easy to use and accessible. We will take reasonable steps to accommodate any reasonable adjustments you may have to enable you to access this policy or receive responses to complaints in other formats, and provide such assistance as you may reasonably require.

Contacting us

Please send all complaints and requests for review under our complaints procedure to:

By post:

The Governance Secretary
Suffolk Family Carers
Units 6 and 8
Hill View Business Park
Old Ipswich Road
Claydon
Ipswich
IP6 0AJ

By email: governance@suffolkfamilycarers.org

If you want to make a complaint then you should do so within three months of receiving our service. Waiting longer than that could affect our ability to look into your complaint. In some cases, a long delay will mean that we will not consider the matter at all.

Unfortunately, we are unable to investigate complaints raised in excess of 12 months (365 days) after the incident.