At Noble Hands Care, we value feedback, including both complaints and compliments, as essential indicators of the quality of our services and opportunities for continuous improvement. We are committed to ensuring that all clients can raise concerns without fear of reprisal.

We therefore encourage clients and staff to utilise our complaints procedure whenever they deem it necessary, regardless of the severity of the issue.  It is our policy to address and resolve any matters that may cause distress or dissatisfaction promptly and effectively. By doing so, we aim to maintain and enhance the quality of our services. We believe that complaints and compliments are a valuable indicator of the quality of our service and an opportunity to improve that quality. 

Our commitments include: 

• Treating all complaints with the utmost seriousness.
• Handling complaints with fairness, transparency and partiality.
• Providing an initial response within 24 hours of receiving the complaint and a final resolution within 28 days.
• Offering a written apology and implementing appropriate corrective actions if the complaint is upheld.
• Ensuring clients have access to an impartial third party to assist with the complaint process should they choose.

Service users and their representatives may also escalate their concerns  to external authorities if they feel dissatisfied with the  resolution  provided by our team. For individuals receiving services funded wholly or partially by Social services, or the Primary Care Trust, complaints may be addressed to the relevant authority.

Privately funded clients can access local advocacy services, which are available to assist in managing and resolving complaints effectively. In cases of serious issues, clients/service users  are encouraged to contact our governing body; the Care Quality Commission (CQC) directly.