Complaints Procedure

Aquanet Social Care will endeavour to provide the highest standard of service possible in order to meet Service Users' present requirements.  For this reason, we welcome your comments, compliments or complaints so that we can correct any shortcomings if they arise.  We will

Endeavour to provide an immediate resolution for minor complaints or incidents, and where possible a course of action within 24 hours.
Acknowledge all written complaints within 3 working days of receiving the complaint in the office.
Investigate all written complaints and report on the outcomes to the complainant within 15 working days (except where the nature of the complaint is such that an investigation would take longer).

Agree in conjunction with the complainant the course of action to remedy any complaint.

Keep a full written record of the nature and details of each complaint received and the action taken to resolve it.

In the unlikely event you find cause for complaint w3th our service or with a member of our staff the following procedure should be followed, in order for us to deal with your grievance quickly and effectively:

If your complaint is of a minor nature and you feel it can be resolved by talking to someone please telephone the local branch.
If your complaint is of a more serious nature about the way you have been treated or with any aspect of our service, or you are unhappy with the conduct of a particular health care worker please put your complaint in      writing to the Branch Manager at the address on the front cover.

How your complaint will be dealt with:

On receiving the complaint, we will log all details of the complaint in the branch office Complaints File and a record will be placed on the service user and agency health care worker file. Full details of investigation, the outcome and action taken will also be fully recorded.

We will carry out a full investigation into your complaint, which may include us talking to you and any other persons who may be involved.
We will keep you informed of the details of our findings, the actions we have taken and proposals to resolve your complaint.

In the event of any specific allegations of abuse being made the CSCI will be informed.  If you wish to complain directly to the Commission for Social Care Inspection, there address is as follows:

COMMISSION FOR SOCIAL CARE INSPECTION (CSCI))
FERGUSON HOUSE
109-113 CRANBROOK ROAD
ILFORD
ESSEX IG1 4FU
TEL: 0208 477 0960 Fax :0208 477 0984
ALL COMPLAINTS WILL BE INVESTIGATED AND RESPONDED TO THE WITHIN 28 DAYS IN WRITING.

Quality you can rely on

We distinguish ourselves from our competitors by setting exemplary standards. What enables us to stand out in the marketplace is that we run an efficient business whilst providing an effective, creative recruitment service. Our success rate is measured by the amount of repeat business we achieve. Wherever possible, our candidates are personally interviewed and references taken as a matter of standard policy before any CV’s are presented to clients. We pride ourselves on the personal approach that we take between our clients and candidates and have found this to be highly successful.

We focus on matching the right candidate to the right position. By search and selection We are able to provide your company with the most suitable candidates. All candidates are interviewed in detail so that a full appreciation of their character and personal goals can be obtained. We will provide you with a short list of candidates who will meet with your requirements.
We always find it useful to visit your company in order to better understand your particular needs and therefore enable us to provide you with a better-dedicated service.
The word quality is frequently bandied around, we will work towards our accreditation THE INVESTORS IN PEOPLE,   and we guarantee that we will deliver the promised service time and again. It is with some pride that we can state that all those involved with Aquanet, believe in this commitment to quality, and work extremely hard in bringing our unique service to you.
WE WILL CONSTANTLY EVALUATE THE QUALITY OF OUR SERVICE DELIVERY AND STRIVE TO MAINTAIN A SERVICE THAT IS VALUE FOR MONEY TO OUR SERVICE USERS',   AND OF A STANDARD TO SUIT THEIR INDIVIDUAL NEEDS.

REVIEW OF THIS DOCUMENT

WE UNDERTAKE TO REVIEW THIS DOCUMENT ON AN ANNUAL BASIS AND ON CHANGING STANDARDS, AND TO ACCOMMODATE CHANGES TO CURRENT CARE STANDARDS.
Aquanet Services Ltd offers bespoke packages and competitive fees. Development of long term relationships match our aim to please. We can also offer a price match guarantee