Complaints Policy

Complaints Policy

Last updated: 19/05/26

Sambhana Care Ltd is committed to delivering high‑quality home care services. We take all concerns and complaints seriously and use them to improve our services.

This policy explains how you can raise a complaint and how we will respond.

1. Our Commitment

We aim to:

  • Listen to concerns with empathy and respect
  • Resolve issues quickly and fairly
  • Learn from feedback
  • Meet CQC requirements for transparency and accountability

2. How to Make a Complaint

You can make a complaint in any of the following ways:

By Phone

01474 358021

By Email

Cassie.Tough@sambhanacareltd.com

By Post

Sambhana Care Ltd
Unit 12 Hopewell Business Centre
105 Hopewell Drive
Chatham
Kent
ME5 7DX

In Person

Speak to a member of our management team.

3. What We Need From You

To help us investigate your complaint, please provide:

  • Your name and contact details
  • Details of the issue
  • Dates, times, and people involved (if known)
  • Any supporting information

You may submit a complaint anonymously, but this may limit our ability to investigate.

4. How We Handle Complaints

Stage 1 — Acknowledgement

We will acknowledge your complaint within 3 working days.

Stage 2 — Investigation

A senior member of staff will investigate the issue.
We may contact you for further information.

Stage 3 — Response

We aim to provide a full written response within 28 days.

Stage 4 — Review

If you are not satisfied, you may request a review by a senior manager or director.

5. Escalating a Complaint

If you remain unhappy after our internal process, you can contact:

Local Government & Social Care Ombudsman (LGSCO)

Website: https://www.lgo.org.uk/

Care Quality Commission (CQC)

Website: https://www.cqc.org.uk/
Telephone: 03000 616161

Please note: CQC does not resolve individual complaints but monitors concerns about providers.

6. Confidentiality

All complaints are handled confidentially and in accordance with UK GDPR.

7. Learning & Improvement

We review all complaints to:

  • Identify patterns
  • Improve training
  • Strengthen procedures
  • Enhance service quality

8. Contact Us

If you have any concerns about our services, please contact us using the details above.

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