Our Complaints Procedure

At Assured Quality Care, we do everything that we can to ensure that our clients and their families have an excellent Assured Quality Care experience

If this has not been the case, then we are sorry and would really appreciate the opportunity to put things right; we take all complaints very seriously. We are also very interested in hearing where we are doing things right. Importantly, we are eager to listen to you so that we can resolve the situation and learn from past experiences. Likewise, if you have an idea or suggestion on how we can improve our services, then please get in touch as we really welcome this.

Localised care and support from a family owned care provider

Because we are a locally based, family owned care provider, we can be much more responsive to any complaints or positive feedback. We highly encourage any feedback from our clients, their loved ones and our local care team so that we may continuously improve the quality our care service.

How to communicate your complaint to us

Should you have reason to complain, you can send it to us in the form of writing; by letter, email, or verbally by telephone. In the first instance, it is best to contact our Registered Manager directly. She will be the first person to attempt to resolve your complaint and who will need to hear your feedback.

How we will handle your complaint

We have a complaints logging system to record your complaint and assign it to the most relevant member of the Assured Quality Care team to investigate.

You will receive either a phone call, email or a letter within 24 hours, or the next working day after contacting us, with an offer of a home visit so that we can discuss your concern and work together to resolve the matter.

Thank you for caring enough to give us the chance to improve.

Our local care team cover South Leeds, Morley, Dewsbury, Batley and Wakefield. We offer a localised, reliable and quality home care service within these areas.