Complaints and feedback

Tell us what we're doing well and what we could do better. Your feedback helps us improve care for everyone we support.

Making a complaint will never affect the care someone receives from us. You can complain about any part of our service, including the care itself, our staff, or how we've handled a referral or enquiry.

You can give feedback or make a complaint in any of these ways:

• email info@zenithoptimumcare.co.uk, with "Complaint" or "Feedback" in the subject line
• write to us at Sears Business Centre, 3-9 Station Street, Sittingbourne, Kent ME10 3DU
• speak to any member of our staff, who will pass it on

Please tell us what happened, when it happened, who was involved, and what you would like us to do.

Someone else, such as a relative or an advocate, can complain for you if you agree. If you need help to complain, such as an interpreter, an advocate, or information in large print or easy read, please ask and we will help.

1. We let you know we've received your complaint within 3 working days.
2. A senior member of staff looks into it fully and fairly, and may contact you to understand more.
3. We aim to send you a full reply within 20 working days, explaining what we found and what we will do. If we need longer, we tell you why and when to expect our reply.
4. We keep a record of every complaint and what we changed, so we can learn from it.

Please tell us first, so we can look at your complaint again.

The Local Government and Social Care Ombudsman

The Ombudsman looks at complaints about adult social care, including care that people pay for themselves. It will only look at your complaint once you have completed our complaints process, and normally within 12 months of when you first knew about the problem. You can find out how to complain to the Ombudsman.

The council or NHS

If a council or the NHS arranged or pays for the care, you can also complain to them.

The Care Quality Commission

The Care Quality Commission (CQC) regulates care services in England. You can tell CQC about your experience of care.

If someone is in immediate danger, call 999. If you're worried that an adult is being abused or neglected, tell us straight away at info@zenithoptimumcare.co.uk, or contact the local council's adult safeguarding team.

For complaints about how we use personal information, see our privacy and data notice.