Complaints Procedure
Effective Date: 2 July 2026
Last Updated: 2 July 2026
Complaints Procedure
At IKEN Care, we are committed to providing safe, high-quality, and person-centred care. We value feedback from the individuals we support, their families, carers, professionals, and members of the public. While we strive to deliver an excellent service at all times, we recognise that concerns or complaints may occasionally arise.
We take every complaint seriously and view it as an opportunity to learn, improve our services, and strengthen the quality of care we provide.
Our Commitment
We are committed to:
- Listening carefully to your concerns.
- Treating every complaint fairly and respectfully.
- Investigating complaints promptly and impartially.
- Keeping you informed throughout the process.
- Taking appropriate action where improvements are identified.
- Maintaining confidentiality wherever possible.
No individual will be treated unfairly or disadvantaged for raising a genuine concern or complaint.
How to Make a Complaint
If you are unhappy with any aspect of our services, we encourage you to let us know as soon as possible.
Complaints may be submitted by:
- The individual receiving support.
- A family member or representative.
- A carer.
- A healthcare professional.
- A commissioner or partner organisation.
- Any other person acting on behalf of the individual, where appropriate.
Complaints can be made using the contact details provided on our website.
Our Complaints Process
Stage 1: Informal Resolution
Where possible, concerns should first be raised with the relevant member of staff or service manager. Many issues can be resolved quickly through discussion and clarification.
Stage 2: Formal Complaint
If the matter cannot be resolved informally, a formal complaint may be submitted. We will acknowledge receipt of your complaint and begin an appropriate investigation.
During the investigation, we may gather information, speak with those involved, and review relevant records to ensure a fair and thorough assessment.
Stage 3: Outcome
Once the investigation has been completed, we will provide a written response outlining:
- Our findings.
- Any actions taken.
- Any improvements identified.
- Information on further steps if you remain dissatisfied.
Confidentiality
All complaints are handled confidentially and in accordance with applicable data protection legislation. Information will only be shared with those directly involved in investigating and resolving the complaint.
Learning and Continuous Improvement
We believe that feedback plays an essential role in improving our services.
Complaints, concerns, compliments, and suggestions are regularly reviewed to help us:
- Improve service quality.
- Enhance staff training.
- Strengthen policies and procedures.
- Promote better outcomes for the people we support.
- Prevent similar issues from occurring in the future.
Raising Safeguarding Concerns
If your concern relates to the immediate safety, wellbeing, or welfare of an individual receiving support, it will be treated as a safeguarding matter and managed in accordance with our safeguarding procedures and relevant legal obligations.
Where appropriate, safeguarding concerns may be referred to the relevant local authority or other statutory agencies.
External Organisations
If you remain dissatisfied after our complaints process has been completed, you may choose to seek advice from the relevant regulatory or commissioning body, where applicable.
Nothing in this procedure affects your legal rights or your ability to raise concerns with the appropriate authorities.
Contact Us
If you wish to make a complaint, raise a concern, or provide feedback, please contact IKEN Care using the contact details available on our website. We are committed to listening, learning, and continually improving the services we provide.
Effective Date: 2 July 2026
Last Updated: 2 July 2026