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Compliance & Policy Centre Accountability

Complaints Policy

How to raise a concern or complaint, what you can expect from us, and where else you can turn for help.

Last reviewed:
Organisation:
Inspire Care Group

1. Our approach

Inspire Care Group welcomes feedback. Complaints help us put things right and improve the quality of care and communication. You will not be treated unfairly for raising a concern.

2. How to make a complaint

You can raise a complaint by:

Please include your name, how we can contact you, which home or service the complaint relates to, what happened, when it happened, and what outcome you are seeking.

3. What happens next

  • Acknowledgement — we aim to acknowledge complaints promptly
  • Investigation — we look into what happened fairly and proportionately
  • Response — we explain our findings and any actions we will take
  • Escalation — if you remain dissatisfied, you may ask for the complaint to be reviewed at a more senior level

Timescales may vary depending on complexity. We will keep you informed if more time is needed. Safeguarding or regulatory concerns may be handled under separate procedures in parallel.

4. Other places you can turn

Depending on the issue, you may also contact:

  • The Care Quality Commission (CQC) about concerns relating to regulated care services
  • Your local authority adult social care team
  • An advocate or family member to support you
  • The Local Government and Social Care Ombudsman, where applicable after our local process

5. Privacy

Personal data in complaints is handled in line with our Privacy Notice and kept only as long as needed for investigation, quality improvement, and legal obligations.