Quality and accountability
Complaints Policy
How Haverton Care receives, reviews and responds to concerns, complaints and feedback.
Our approach
Haverton Care welcomes feedback, including complaints. A concern raised early gives us the chance to listen, put matters right where we can, and improve how we work. We will treat people fairly, respectfully and without retaliation for raising a concern.
What this policy covers
This policy covers complaints about the Haverton Care website, recruitment conversations, candidate or employer enquiries, and future home care interest conversations. Haverton Care is not currently providing regulated personal care; when regulated home care begins, a service-specific complaints procedure will also be issued to people using the service.
How to complain
You can raise a complaint by emailing info@havertoncare.co.uk, calling 01322 879778, or using the contact form. Please include your name, contact details, what happened, when it happened, who was involved if known, and what outcome you are looking for.
How we respond
We aim to acknowledge complaints within three working days and provide a clear response as soon as reasonably possible. More complex matters may take longer, especially where information must be checked carefully. We will explain the next steps and keep communication proportionate.
Confidentiality and fairness
Complaints will be handled confidentially and shared only with those who need to know in order to review and respond. We will consider information fairly and keep appropriate records of the issue, response and any learning.
If the matter involves safeguarding or immediate risk
If a concern suggests that an adult, child, worker or member of the public may be at risk of harm, we may treat it as a safeguarding concern rather than only as a complaint. In an emergency, call 999.
Last reviewed: August 2026. This page provides general governance information and should be reviewed as Haverton Care’s services develop.