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Complaints Policy

Download a copy of our Complaints Policy here

Caritas Care Solutions is committed to providing a professional efficient and courteous service to all our customers.

If you believe that things have ‘gone wrong’ or not been handled correctly, we want you to tell us. We can resolve your complaint and try and ensure that it does not happen again. We take any complaints and suggestions very seriously.

We are also keen to hear when things have gone well or when our employees have exceeded your expectation.

1.1 Policy Statement

We will:

1:2 This policy aims to outline;

1:3 We will operate a Complaints Procedure which:

1:4 Who can complain?

Complaints may be made by:

1:5 What can be complained about?

1:6 What does the policy not cover?

  1. Under the disciplinary Procedure
  2. By a professional regulatory body
  3. By an independent inquiry into a serious incident under the SUI (Serious Untoward Incident) health policy
  4. By an investigation of a criminal offence, including fraud
  5. As possible claim for negligence
  6. Under Freedom of Information
  7. Under staff grievance or whistle blowing

1:7 How to make a complaint

You may be able to resolve your complaint by taking it up immediately with the individual concerned, or with his/her immediate Manager. Should you feel not comfortable doing this, you may write to:

Customer Services
Caritas Care Solutions Ltd
213-217 Building B
Melton Court
Gibson Lane
East Yorkshire
HU14 3HH

Or email

You may also telephone us on 01482 963150 to log your complaint, Under normal circumstances you will be asked to put the details of your complaint in writing and this will help us retain accurate details relating to your complaint.

You should include;

While we take every complaint very seriously, it may be difficult for us to respond to an anonymous complaint as we often need to verify information with the complainant during the course of the investigation.

We would like to be given the chance to resolve any concerns that you raise but I understand that they may be instances where you might feel uncomfortable or unhappy about speaking to a member of our team. In this Instance you are within your rights to direct your complaint to our regulator as follows:

Care Quality Commission
National Correspondence
Newcastle upon Tyne


The Local Government Ombudsman - The Local Government Ombudsman looks at complaints about councils and some other authorities and organisations, including education Admissions Appeal Panels and Adult Social Care Providers (such as care homes and homecare providers). It is a free service.  Our job is to investigate complaints in a fair and independent way we do not take sides.

The Local Government Ombudsman
PO Box 4771

Fax: 024 7682 0001
LDO Advice Team on 0300 061 0614 or 08456021983
It is open from 8:30am to 5:30pm Monday to Friday. (Calls to 03 numbers will not cost more than calls to national geographic numbers (starting 01 or 02)

1:8 What will happen next?
We will log your complaint and acknowledge your complaint within 24 hours of receiving it. Within the next 3 days we will investigate the issue, resolve the problem and put measures in place that it does not happen again.

If for some reason we cannot fully reply within 3 days, we will give you an update and within  the next 10 working days explain to you why we cannot provide an immediate response, including details of when you can expect a full reply.

1:9 What if I am not satisfied with the initial response and I feel my complaint has still not been resolved?
If you are not satisfied with our response to your complaint you can escalate your complaint in writing to  the Clinical and Compliance Manager by emailing  If you are still not satisfied you can escalate the complaint to the Managing Director by emailing You can still escalate the matter further by contacting the Care Quality Commission/Local Government Ombudsman.

1:10 What can I expect?
We aim to provide a high standard of service but unfortunately there may be times when we make a mistake. If this happens, you are entitled to expect any one or a combination, of the following:

You may also be entitled to financial compensation. Compensation will depend on the nature of the mistake; the circumstances in which the mistake was made; and any actual loss you have suffered or costs incurred as a direct consequence of the mistake. Each claim is considered on its merit.

1:11 Still not Resolved?
At this stage, if you are still not satisfied you can write to:

Care Quality Commission
National Correspondence
Newcastle upon Tyne

The Local Government Ombudsman
PO Box 4771

Fax: 024 7682 0001
LDO Advice Team on 0300 061 0614 or 08456021983

One of the best ways we can continue to improve our services is by listening and responding to your views. As well as learning from your complaints, we welcome any comments or suggestions you may have on how we can improve.

Equally we would you to tell us when we get it right, so that we can maintain our good standards and practices.

Alternatively, you can also complete an initial online complaints enquiry form below:

Please include the following:

  • The name of the person whom you spoke or wrote to
  • Date and time the complaint related to
  • Details of what has gone wrong or has not been handled properly
  • An explanation of how you would like us to resolve your complaint

"Emmanuel is worth his weight in gold."
S.K 20/4/2024
"Carers are all very good, we are really happy, the carers communicate well and are very caring, especially Memory"
B.R 1/3/2024
"Tawanda is absolutely wonderful, gentle and very kind. I am very much impressed with him and the care he provided."
S.S 19/4/2024
"Anwara is really nice and I really appreciate that she calls if she is running late."
S.B 15/5/2024
"Sandra is lovely and my Mum really loves it when you visit her. She is very thoughtful and is always smiling and pays attention to all of the little details that really make the difference. Particularly putting her pyjamas on the radiator at the tea visit so they are ready for bed time."
E.B 25/4/2024
"I want to say a big thank you to the team who supported while I was away in India, they did a very good job and the school commented on how settled she was, no issues and no crying. Memory and Harjinder are both amazing. Thank you from my heart"
B.R 13/05/24
"The carer is very helpful with my daughters needs"
Mrs Lynn Rounding (Vikki Till's mum) 07/04/2023
"By taking time to reassure me that he/she is there for me whatever my needs."
Annette Dexter for Trevor 07/04/2023
"Management and Co workers of the office tries to help in the best way they can"
Kelly (Sharon Marshall) 06/04/2023
"I am very grateful I am having Priscilla on a more frequent basis as it is nice she knows exactly what to do and has a lovely manner about her. I like the way you let me know every week who will be looking after me."
Christina Yeardley on behalf of Joan Spoor 05/04/2023
"I wish to thank you all for your time and support over these past couple of months. I believe that together we successfully achieved an improved care package for J. One where his quality of life was positively impacted. He was cleaner, more comfortable, accepting personal cares, free from sores/burns and in less pain. He had even started to take his medication ! J was also bantering with carers and had nicknames for them, captain being one of them.

I know that time is precious for us all and J is a reminder that by coming together, listening, discussing, and action planning, we can achieve so much.

Rachel, please pass on my thanks to all the care staff who have been involved in supporting Joe. Also a huge thank you to all of Caritas for supplying the 24 hour 1 to 1 care at such short notice, ensuring J was supported during his last few days."
Review from the Social Worker (June 2022)
"The carers are really good at their jobs, they have rehabilitated Caroline very well and have her back up walking, they take her out into the garden and encourage her and celebrate her successes, they are all so patient and kind, I couldn't ask for anyone better looking after Caroline"
Review from Mrs A ( Elloughton)of care provided for Daughter Caroline (May 2022)
"Thank you to all the carers who attended to my mum Yvonne, for treating her with such respect and dignity. Mum told me that she liked every single one of her carers and was very pleased with the level of care she received"
Review from Daughter of care provided for Yvonne C (Hessle) (April 2022)
"Thank you very much for the care and dedication you gave our mum Jean H, for the last 2 years in spite of her ill health, you all made life a little easier for her and she valued not only the care you provided but also the friendship you offered. Thank you for everything, we couldn't have done it without you"
Review from Elaine B of care provided for mum Jean H ( Willerby) (Dec 2021)
"Carer Laleh is very good, caring and kind. She anticipates my needs"
Review from T.M (Twigmoor) regarding care received (August 2021)
"I am very satisfied, all the carers are absolutely fantastic, so lovely and kind and caring. They are so helpful and I could not wish for better company. They find the time to chat to me at the end of the call which makes all the difference as I miss the company due to COVID. If I know anyone else that needs care, I will be recommending Caritas"
Review from J.E (Kirk Ella) regarding care received April 2021)
"I would like to thank carers for their patience and kindness and caring nature shown towards me"
Review from W.B (Willerby) regarding care received (Feb 2021)
"Carers are lovely and very helpful"
I. Humble - 13/03/2020
"I am able to get a break from my caring role. Josh is able to access the community knowing he is safe with support workers to support"
D. Collins - 11/03/2020
"Caring attitude of carers is valuable. Peter is a big burly teenager and feels that people may not have patience with Peter. Value confidence and maturity of staff as this puts our mind at rest. Family are less stressed and not worrying about Peter"
S. Clausen - 21/08/2020
"Carers are very caring and lovely. Rachel is extremely diligent and thorough"
J. Hunter - 20/01/2020
"I am very happy with quality of care and that Joan has a good team of carers who attend regularly"
D. Watt - 23/11/2020
"Carers are very caring and very good. They know how to anticipate my needs when I'm not well"
C. Malcolm - 03/11/2020
"The care I have received from all the carers is excellent. They are all very pleasant and understand my needs. It is easy to make contact with the office and they always respond with our requests promptly. I would recommend Caritas to anyone considering care."
G. Barker - 06/07/20
"Caritas Care staff are friendly, helpful and professional at all times."
Tracy Holah - Regional Manager, Mencap
"Thank you to all the staff and carers from Caritas for taking such good care with our mum in her last days. She was as comfortable and as dignified as could be."
Richard, Tim and Gav
"Very satisfied with the level of care provided for my husband. The carers were very helpful."
Mrs Moody
"We can't thank you enough for the care you showed Harold/Dad and all his family, our heartfelt thanks."
Brenda, Christine, Lynn, Neil, Gillian and Richard
"I am very happy with the carers. They are always prompt in timing, very professional and dignified with the care for my husband."
Mrs Allison, South Cave
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