Viking Care are always working hard to provide high a quality service to every one of our clients, their friends and families and to our community.
You can provide your feedback – good or bad – quickly and easily through the Feedback Form below:
Our other contact details:
- Email: email@example.com
- Phone: 07956 839822
- Office Mail: 62 Stone Road, Broadstairs, Kent, CT10 1EB
Making a complaint
If you are dissatisfied with any aspect of our service, you may wish to make a more formal complaint.
We take all the complaints we receive very seriously and do our best to work with our customers to sort them out as soon as possible after they are brought to our attention.
We ask that you give us the details of your complaint within 12 months of the incident, or within 12 months of you becoming aware of the problem. We will respond to your concerns considerately, quickly and as effectively as possible.
We have three complaint stages, though we aim for all complaints to be resolved in the first stage.
Stage one: Local resolution
You can make a complaint:
- verbally (in person or by phone)
- in writing
- electronically, for example, via email or text message
- via online feedback channels.
When you make a complaint, we will agree the appropriate timescale for our response. This response will tell you how we investigated the complaint, the evidence we considered, the conclusions we reached and any actions we have taken.
When we look at your complaint, we will aim to:
- Investigate the details
- Identify what went wrong
- Provide you with the opportunity to air your concerns with those involved
- Ensure you receive an apology if one is due
- Put a plan in place to avoid similar issues in future
It may be helpful for you to meet with the Registered Manager and the carers involved to discuss your concerns. If this is the case, we will arrange for this to happen at a time to suit you.
Making a complaint on someone else’s behalf
Complaints can be made on behalf of service users but must be made with their full consent. This is to comply with the Data Protection Act 1998 and Caldicott requirements. If consent is not received within 28 working days of the original complaint date it will be accepted that the customer does not give consent. Written confirmation will then be sent to the complainant that their complaint is being closed due to consent not being given.
Stage two: Internal review
If you are unhappy with the response you receive from stage one, your complaint will escalated to the Company Director with responsibility for managing complaints. This person will personally investigate by reviewing the stage 1 investigation, undertake any additional investigation and inform you of the outcome.
Stage three: CQC Review
Where Viking Care fails to resolve your complaint, you have the right to escalate your complaint to the Care Quality Commission.
Information about complaints to the CQC can be found on their website: