Complaints and Feedback

Bluebell Haven Care can review complaints about its Home Support arrangements, communication, workers, service scope, scheduling, conduct, records, fees and how concerns were handled.

Where the complaint also indicates possible abuse, neglect, exploitation or immediate risk, safeguarding action will take priority.

Bluebell Haven Care can review concerns about its search requirements, candidate information, agreed screening, communication, fees and introduction process.

After an introduction, the individual or representative is responsible for directing and managing the ongoing arrangement with the chosen Personal Assistant. Bluebell cannot manage the entire direct employment relationship, but it will act on concerns connected with its own introduction work and share safeguarding information where necessary.

Bluebell Haven Care can review complaints about recruitment communication, candidate information, screening, terms, worker supply, payments within its responsibility and the conduct of its workers or representatives.

A hiring organisation remains responsible for local induction, workplace procedures and day-to-day direction within an agreed staffing assignment.

Workers and applicants may complain about recruitment, communication, assignment arrangements, pay, conduct, discrimination or another employment-related concern.

Where the issue is an individual workplace grievance, the appropriate employment or grievance procedure may also apply.

Agency workers should normally try to resolve a problem with the agency first and put a formal complaint in writing where necessary. For independent guidance, read If there’s a problem with the agency on the Acas website.

Where a complaint may involve a breach of employment-agency legislation, read Making a complaint to the Fair Work Agency about your recruitment agency on GOV.UK.

Yes. A relative, advocate, representative or professional may raise a complaint on someone else’s behalf.

Before sharing confidential personal information, Bluebell Haven Care may need to confirm the person’s authority or the individual’s consent. This will not prevent an immediate safeguarding concern from being reported and acted upon.

A person should not receive unfair or retaliatory treatment for raising a genuine concern or complaint in good faith.

Decisions about services, work, applications or arrangements will continue to be based on relevant information, responsibilities, safety and the applicable terms.

Tell us why you remain dissatisfied and ask for the complaint and response to be reviewed by a senior person who was not previously responsible for the decision, where this is reasonably practicable.

We will explain any external route that applies to the particular issue and arrangement. Depending on the subject, this may include a commissioning organisation, local authority safeguarding team, Acas, the Fair Work Agency, the Information Commissioner’s Office or the police.

The correct external route varies, so Bluebell Haven Care will not direct every complaint to the same organisation.

Not always. A complaint may relate to communication, delays, service quality, fees or another experience without indicating abuse or neglect.

Where information suggests that someone may be at risk of harm, abuse, neglect, exploitation or unsafe practice, safeguarding action takes priority over the ordinary complaints process.

If you are unsure which route to use, read our Safeguarding and Raising Concerns guidance. If someone is in immediate danger, call 999.