Complaints Policy

Forest Home Care Support Limited

Website: https://www.foresthomecaresupport.co.uk
Last updated: 16th September 2026

At Forest Home Care Support Limited (FHCSL), we are committed to providing safe, high-quality, person-centred care and support.

We welcome feedback, comments and suggestions because they help us understand people's experiences and improve our services. If something goes wrong or you are unhappy with any aspect of our service, we want to know so that we can investigate your concerns and take appropriate action.

We take all complaints seriously and aim to handle them fairly, sensitively, openly and promptly.

You will not be treated unfairly or disadvantaged for raising a concern or making a complaint.

How to make a complaint

You can raise a concern or make a complaint verbally or in writing. You can contact us by telephone, email or letter, or speak to a member of our team.

You do not need to use formal language or follow a complicated process. We will listen to your concerns and help you understand what happens next.

Please contact:

Karen Jackson - Registered Manager
Forest Home Care Support Limited

Email: karen@foresthomecaresupport.co.uk
Office telephone: 01594 809209
Mobile telephone: 07748 136254

If your complaint relates to the Registered Manager, you can contact:

Lucy Hamblett - Director and Practice and Service Development Lead

Email: lucy@foresthomecaresupport.co.uk
Office telephone: 01594 809209
Mobile telephone: 07799 103801

What happens when you complain?

When we receive your complaint, we will:

Listen and acknowledge it. We will take your concerns seriously and acknowledge your complaint within five working days.
Investigate fairly. We will review relevant information, speak to the people involved where appropriate and consider any risks that need immediate attention.
Keep you informed. We will explain the process and expected timescales and update you if there are delays.
Respond to you. Wherever possible, we aim to complete an investigation within 14 days. We normally provide a written response within 28 days of receiving the complaint. If we cannot meet the expected timescale, we will explain why, keep you informed and provide revised timescales.
Learn and improve. Where appropriate, we will identify actions to address concerns, improve our service and reduce the likelihood of similar issues happening again.

We will treat you with dignity and respect throughout the process. Where appropriate, we will apologise and explain what we have learned or what action we intend to take.

Can someone complain on my behalf?

Yes. You may ask a family member, friend, advocate or other representative to support you or raise a complaint on your behalf.

We will consider consent, confidentiality, the person's wishes and any relevant legal authority before sharing personal information. Where someone is unable to make the relevant decisions themselves, we will consider their rights, wishes and best interests in accordance with applicable law.

We can also provide information in an accessible format and offer reasonable support to help you raise your concerns. Please tell us if you have communication needs or would like help accessing advocacy services.

What if I am not satisfied with the outcome?

If you remain dissatisfied after we have completed our complaints process, you may be able to seek an independent review or raise your concerns with the appropriate organisation.

Local Government and Social Care Ombudsman (LGSCO)
Telephone: 0300 061 0614
Website: https://www.lgo.org.uk

The Ombudsman can consider complaints about adult social care services, including some services provided by independent care providers. It will consider whether it can investigate your particular complaint.

Gloucestershire County Council Adult Social Care Complaints Team
Email: corporatecomplaintsteam@gloucestershire.gov.uk
Telephone: 01452 427082 or 01452 426539
Website: https://www.gloucestershire.gov.uk

If your care is arranged, commissioned or funded by the local authority, you may also raise concerns directly with the relevant local authority. You do not have to wait until you have completed our process to contact the local authority.

Care Quality Commission (CQC)
Telephone: 03000 616161
Website: https://www.cqc.org.uk/contact-us

The CQC does not investigate or resolve individual complaints on your behalf. However, you can share information about your experience of care with the CQC, which uses information from the public alongside other evidence to monitor care quality and safety.

Urgent concerns about safety

If you believe someone is at immediate risk of harm, abuse or neglect, please do not wait for the complaints process to finish.

Contact the appropriate safeguarding service or emergency service as necessary. In an emergency, call 999.

Concerns about safeguarding will be handled in accordance with our safeguarding procedures.

Confidentiality and learning

We handle complaints and related records in accordance with applicable data protection law, confidentiality requirements and our internal procedures.

We review complaints to identify patterns, manage risks and improve the quality, safety and effectiveness of our care and support. Where appropriate, learning is shared with staff through supervision, meetings, training and service improvement activities.

Contact us

If you have a concern, suggestion or complaint about Forest Home Care Support Limited, please contact us using the details above.

We value the opportunity to listen, put things right where possible and improve the service we provide.