Complaints Procedure

Last updated: September 2026

We want everyone who uses our home care services in Swindon to receive safe, kind and high quality care. If something has gone wrong, we want to hear about it so we can put it right and learn from it. Raising a concern will never affect the care you receive.

Who can make a complaint

Anyone who receives care from us can make a complaint, as can a family member, friend or representative acting with their permission.

How to make a complaint

You can raise a concern with your carer or contact our office directly:

• Phone: 0330 133 0782 (Monday to Friday, 8:00am to 5:00pm)
• Email: care247solutions@gmail.com
• Post: Complaints, Care 24/7 Solutions, The Shaftesbury Centre, 27a Percy St, Rodbourne, Swindon SN2 2AZ

What happens next

1. We will acknowledge your complaint within 3 working days.
2. A manager will look into your concerns fully and fairly, and may contact you to discuss them.
3. We aim to give you a full written response within 28 days. If we need longer, we will explain why and keep you updated.
4. Our response will explain what we found, any action we are taking and what to do if you are still not satisfied.

If you are not satisfied with our response

If you are unhappy with how we have dealt with your complaint, you can ask the Local Government and Social Care Ombudsman to review it. The Ombudsman looks at complaints about adult social care, including care that people arrange and pay for themselves. Visit lgo.org.uk or call 0300 061 0614.

You can also share your experience with the Care Quality Commission, which regulates our service. The CQC does not investigate individual complaints, but it uses feedback to help decide when and where to inspect. Visit cqc.org.uk or call 03000 616161.

If your care is funded by a local authority or the NHS, you can also contact them directly.