Section 01
Purpose
We Are Care takes complaints seriously. A complaint is information — an opportunity to put something right and to improve the service for everyone. This procedure sets out how to complain, what we will do in response, and where to go if you are not happy with our response.
Section 02
Who can complain
- Care workers placed or employed by We Are Care
- Care providers, commissioners and other organisations we work with
- People receiving care in settings where We Are Care’s workforce is operating
- Family members, friends, advocates or representatives of those people
- Members of the public
- Anyone making a complaint on behalf of someone in any of the above categories — with their consent where they have capacity to give it
Section 03
What this covers
This procedure covers complaints about We Are Care’s service, including:
- The conduct of We Are Care staff or care workers
- The quality, timeliness or reliability of We Are Care’s service
- Communication, information or responsiveness
- How We Are Care has handled personal data (alongside the Privacy Policy)
- Compliance with We Are Care’s own published policies
It does not cover:
- Safeguarding concerns about an adult at risk — these are handled under the Safeguarding Policy
- Whistleblowing about serious wrongdoing — handled under the Whistleblowing Policy
- Worker grievances about pay, line management or working conditions — handled under the Conflict Resolution Policy
If you’re unsure which route applies, send it to us as a complaint and we will route it correctly.
Section 04
Principles
- Free. There is no charge to make a complaint.
- Accessible. You can complain by phone, email, post or in person. We can accept complaints in any format and language — ask if you need an alternative.
- Confidential. Complaints are handled in confidence and shared only with those who need to know.
- Without retaliation. No one will be treated detrimentally for raising a complaint in good faith.
- Independent senior review. If you’re not satisfied with the first response, a more senior colleague who was not involved in the original matter will review it.
Section 05
Stages of complaint
Stage 1 — Informal
Where appropriate, talking it through directly with the person you’ve been dealing with may resolve the issue quickly. This is optional — you can go straight to a formal complaint if you prefer.
Stage 2 — Formal complaint
A written or verbal complaint to We Are Care’s complaints inbox. We acknowledge, investigate, and respond in writing.
Stage 3 — Senior review
If you are not satisfied with the Stage 2 response, you can ask for a director-level review. A director who was not involved in the original matter will review it independently.
Stage 4 — External escalation
If after Stage 3 you are still not satisfied, external routes are available depending on the nature of the complaint. See Section 08.
Section 06
How to make a complaint
The fastest route is by email or phone, but any of the channels below will reach us.
- Email: complaints@wearecare.co.uk
- Phone: 0333 210 2273, Monday to Friday, 9am–5pm
- Post: Complaints, We Are Care Limited, Cottage 1, The Old Bakery, Cackle Street, Brede, Rye, East Sussex TN31 6DX
- Web form: wearecare.co.uk
What to include
- Your name and how to contact you (or the person you are complaining on behalf of)
- What happened, when, and who was involved
- What outcome you would like — an apology, an explanation, a change in practice, a refund, etc.
- Any documents or evidence relevant to the complaint
Section 07
Timescales
| Stage | We Are Care commits to |
|---|---|
| Acknowledge | Within 3 working days of receipt |
| Stage 2 written response | Within 20 working days of acknowledgement |
| Stage 3 senior review | Within 20 working days of request |
| Complex investigations | If we cannot meet the deadline, we’ll tell you why and give a revised date |
Section 08
External escalation
Depending on the nature of the complaint, the following external routes are available:
- Care Quality Commission (CQC) — for complaints about the quality and safety of regulated care provided by a CQC-registered provider. cqc.org.uk
- Local Authority — for complaints about commissioned care services or safeguarding
- Local Government and Social Care Ombudsman (LGSCO) — for complaints about care that have been through the provider’s own complaints process. lgo.org.uk
- Information Commissioner’s Office (ICO) — for complaints about how We Are Care has handled personal data. ico.org.uk
- Equality Advisory Support Service — for complaints involving discrimination or breach of the Equality Act 2010
Section 09
Records, learning & reporting
- All complaints are logged in We Are Care’s complaints register, with category, response and outcome
- Complaints data is reviewed quarterly by the board to identify trends, improvement opportunities and any pattern of recurring issues
- Personal data within complaints is held in accordance with the Privacy Policy, and retained no longer than necessary
- Anonymous complaints are accepted and investigated where there is sufficient information to do so — we cannot, however, provide a direct response if we have no way to contact the complainant
Section 10
Review & ownership
This procedure is owned by the We Are Care board. It’s in active use across our operation, surfaced in worker induction and provider onboarding, and refreshed continually as regulation, sector practice or our own operating model evolves.
Published at wearecare.co.uk/policies/complaints. A print-ready PDF is available on request.
Section 11
Use of Baton
Baton may log and track complaints and deadlines. Investigation and responses remain human-led.