Our complaints policy

At Birchwood Care Services, we treat all complaints with the upmost respect. Like with any piece of feedback, we see complaints as an opportunity to learn, adapt, improve, and provide better services. That’s why we have a dedicated policy.

Why is this policy important?

We believe that everyone who uses our services should feel comfortable to raise concerns. This policy helps ensure that all complaints are taken seriously, and handled appropriately. People receiving care are often vulnerable and they deserve the right to share their experiences without fear. We believe that transparency is the best way to develop trust with those in our care, and this policy helps to maintain our positive relationships, offer room for improvement, and ensure the wellbeing of our clients is protected.

Where can I find the complaints policy?

Follow the link to download a copy of the Birchwood Care Services complaints policy.This details our policy statement, responsibilities, complaints procedure, and more. It includes the process for both verbal and written complaints, as well as timelines for when complaints should be acknowledged and investigated. You can also find related guidance, with key websites and policies linked within, like the CQC Complaints Matter report.

Where can I find more info?

Our other policies include Adult Safeguarding and Health & Safety. To know more about our services and care process, please don’t hesitate to get in touch. Arranging care for a loved one can feel incredibly overwhelming, and we want you to know you’re not alone. For support, advice, and guidance, please reach out – we’d love to hear from you.