Our commitment
Alpha Care Services wants to deliver care that families trust. If something is not right, we want to hear about it. A complaint is one of the most useful things anyone can share with us, because it tells us where to improve.
You will not be treated any differently if you raise a concern. There will be no change to the care your loved one receives.
How to raise a concern
You can speak to any member of our team at any time. Many issues are sorted out on the spot. If you would rather talk to a manager, you can contact us in any of these ways:
- By phone: 01242 321035 (office hours Monday to Friday, 9am to 5pm) or 07979 842659 (24-hour on-call)
- By email: info@alphacareservices.co.uk
- In writing: The Registered Manager, Alpha Care Services, Unit 5, Tarlings Yard, Church Road, Bishop's Cleeve, Cheltenham, GL52 8RN
- In person: ask any carer to arrange a visit from a manager
If you have difficulty putting a concern in writing, we will help you — just let us know.
What happens next
- We acknowledge every complaint in writing within 3 working days.
- We investigate fairly, speak to everyone involved and look at the care records.
- We respond in writing within 20 working days. If we need more time for a complex matter, we will explain why and agree a new date with you.
- We act on what we have learned. If we got something wrong, we say so, we apologise, and we tell you what will change.
If you are still not happy
If you are not satisfied with our response, you can take your complaint further:
- Local Government and Social Care Ombudsman — the independent body for complaints about adult social care. lgo.org.uk or 0300 061 0614.
- Care Quality Commission (CQC) — our regulator. CQC does not resolve individual complaints but uses the information to monitor providers. cqc.org.uk or 03000 616161.
- Gloucestershire County Council Adult Social Care — if care is funded through the Council, you can raise concerns with them directly on 01452 426868.
Confidentiality and records
We keep a confidential record of every complaint and the action we have taken. Records are stored securely and used to review the quality of our service. They are shared with the Care Quality Commission on request.
