Complaints Procedure

Most concerns are resolved quickly by speaking with the coordinator handling your placement. Call 07727 304424 or email info@setupmycare.co.uk.

If your concern is not resolved, please put the complaint in writing to:

Complaints, CareSetup Professionals Ltd, info@setupmycare.co.uk

Include your name, contact details, the carer / placement involved (if any), what happened, when, and the outcome you are seeking.

• We acknowledge formal complaints within 3 working days.
• We aim to provide a full written response within 21 working days.
• Where investigation needs longer we will write to explain why and give a new date.

Complaints are handled confidentially. If a complaint raises a safeguarding concern about an adult at risk we will follow local safeguarding procedures, which may require us to share information with the relevant local authority adult-safeguarding team.

If you remain dissatisfied after our final response you may be able to escalate to:

• Local authority adult social care in the area where care was provided
• Care Quality Commission (CQC) for safeguarding concerns (CareSetup is an introductory agency and not CQC-registered, but CQC can take safeguarding referrals)
• The Information Commissioner's Office (ICO) for data-protection concerns