07740176788

stacey@goldenfriends.co.uk

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Complaints Procedure

Effective from: 1st April 2026

Stacey’s Golden Friends Ltd. is committed to providing high-quality companionship and home support services for older adults. While we strive for excellence in every interaction, we recognise that clients, family members, or authorised representatives may occasionally have concerns or complaints. This Complaints Procedure outlines how such issues are reported, investigated, and resolved, ensuring transparency, fairness, and accountability in line with Northern Ireland regulatory standards and HIPAA- aligned privacy practices.

Complaints can be submitted via written correspondence delivered to our address – remove this option please.

This policy applies to all staff, volunteers, and contractors involved in providing non-medical elder care, social support, and practical assistance services.

Principles of the Complaints Procedure

Our complaints process is guided by these principles:

  1. Accessibility: Clients and families can raise complaints easily via phone, email, or in writing.
  2. Confidentiality: All complaints are treated confidentially. Personal information is handled securely in line with Northern Ireland data protection standards and HIPAA-aligned practices.
  3. Transparency: Complainants are informed about how their concern will be addressed and expected timelines.
  4. Fairness: Every complaint is taken seriously and investigated impartially.
  5. Responsiveness: We aim to resolve issues promptly, maintaining open communication with the complainant throughout the process.

How to Raise a Complaint?

Clients, family members, or authorised representatives may raise a complaint regarding any aspect of Stacey’s Golden Friends Ltd. services, including:

  • Quality or reliability of companionship visits
  • Staff conduct or professional behaviour.
  • Scheduling or service delivery issues
  • Miscommunication or documentation concerns
  • Safety or wellbeing matters

Complaints can be submitted via:

  • Email to our official contact address
  • Telephone call to our customer service line.

When submitting a complaint, we encourage the complainant to provide:

  • Their name and contact details
  • The name of the client involved (if different)
  • Details of the concern or incident
  • Any supporting information or documentation

Complaints Handling Process

Once a complaint is received, Stacey’s Golden Friends Ltd. follows these steps:

  1. Acknowledgement: Complaints are acknowledged promptly, typically within two business days, confirming receipt and the expected timeframe for response.
  2. Initial Review: The complaint is reviewed by the Safeguarding Officer or designated older people staff to determine urgency and required actions.
  3. Investigation: Relevant information is gathered, including discussions with staff involved, review of personal care records for older people, visit notes, or service documentation. Investigations are conducted fairly and objectively.
  4. Resolution: A response is provided to the complainant outlining findings, any corrective actions, and next steps where applicable.
  5. Follow-Up: Any agreed actions are implemented, and confirmation is provided to the complainant once resolution is complete.

In cases where complaints involve safeguarding or serious wellbeing concerns, procedures may be accelerated to prioritise safety and compliance with Northern Ireland elder care regulations.

Staff Responsibilities

All staff, carers, and volunteers are responsible for:

  • Treating complaints seriously and professionally
  • Cooperating fully with investigations
  • Maintaining confidentiality and secure handling of any personal or wellbeing information
  • Supporting the implementation of corrective actions where required

Staff must not intimidate or penalise anyone raising a complaint. Whistleblowing protection applies in accordance with Northern Ireland law.

Record Keeping

All complaints and investigations are documented securely, including:

  • Date and nature of the complaint
  • Parties involved
  • Investigation notes and findings
  • Actions taken and outcomes.

Documentation is stored according to Northern Ireland data protection standards and HIPAA-aligned practices, ensuring privacy and confidentiality.

Escalation and External Review

If a complainant is not satisfied with the outcome, they may request further review or escalate the concern. Options include:

  • Requesting older people management review
  • Contacting the RQIA or local regulatory authority
  • Seeking independent advocacy support where appropriate

We encourage families to raise concerns early to ensure swift resolution.

Continuous Improvement

Complaints are reviewed periodically to identify trends and areas for service improvement. Lessons learned may inform staff training, service policies, or operational procedures.

Our commitment is to maintain high standards of care, ensuring older adults receive safe, respectful, and compassionate companionship and support.

Contact Information

For complaints, please contact Stacey’s Golden Friends Ltd.

Email: stacey@goldenfriends.co.uk
Phone: 07740176788

We aim to resolve concerns efficiently while maintaining transparency, fairness, and respect for all parties involved.