Complaints, concerns & feedback
We want to hear when something isn't right — and when something is. Raising a concern will never disadvantage you or the person receiving care.
Policy HH-COMP-01 · Version January 2026 · Review January 2027 · Approved by Cameron Donaldson, Registered Manager
How to raise something
However suits you — in person, by phone, email, letter or WhatsApp. Someone else, such as a relative or advocate, can also raise it on your behalf.
- 020 3876 7833
- jkd@hedgerowhomecare.uk
- Hedgerow Homecare Ltd, Office 1, Second Floor, Park Lorne, 111 Park Road, London NW8 7JL
Our commitments
- Take every complaint and concern seriously
- Listen openly and respectfully, and treat you fairly
- Acknowledge your complaint promptly
- Put things right straight away where we can
- Keep you informed and explain our findings
- Learn from what happened and make improvements
What happens next
- 01
We acknowledge it
We let you know we’ve received your concern and who is looking after it.
- 02
We try to resolve it
Many concerns can be put right immediately. If not, we log and investigate.
- 03
We investigate
This may include care notes, staff statements and communication records. We keep you updated.
- 04
We share the outcome
Upheld, partially upheld, not upheld, or further monitoring needed — plus what we’ll do differently.
If you're not satisfied
Where appropriate, you can take your concerns further — to the commissioner of the care (such as the NHS or local authority), the Local Government and Social Care Ombudsman, or the Care Quality Commission. We'll explain the right route for your situation.
Being open when things go wrong
We follow our duty of candour. If something goes wrong with someone's care, we'll tell them (or their representative), apologise, explain what happened and what we're doing about it.