Compliance & Complaints

Our service is registered with the CQC and our reports and ratings can by found by clicking on the badge below:

Feedback complaints
procedure

We want to make sure that you are satisfied with our services. We need to know what we are doing well, what we can do better and what we are doing wrong. This is why we welcome all feedback about our services. We take all comments, complaints and compliments seriously to help us put things right for you.

You can tell us what you think by:
a) Telling any of our staff who you have contact with.
b) Sending a letter to :
For The attention of the Director
Steps 2 Ltd
41 Hurston Close
Worthing
BN140AX
c) or handing it to any member of staff
d) Telephone us on 07810623152
e) Emailing Steps2friendship@hotmail.co.uk

Complaints procedure

a) What do I do if I am unhappy?
If you are unhappy with the service you have received from Steps 2 Ltd Services, you are entitled to make a complaint or raise your concerns, knowing that it will not affect your current or future care, that you will be treated confidentially and sensitively, and that you will receive a response from us. Your feedback is welcomed and is used to help us improve our services.
We hope that most concerns can be settled easily and quickly by discussing the problem with the member of staff involved with your care. If you tell them what is worrying you, they will try to find a solution or advise you who is best to speak to. If you prefer, you can contact one of the manager/Directors.

b) What happens next?
Once we receive your complaint, we will contact you within three working days to acknowledge receipt and we will offer you a meeting to discuss your concerns and agree a way forward.
We may be able to help resolve your concerns informally. If not, we can tell you more about how to make a complaint and about accessing advocacy services.

c) Who can complain?
Current and former users of Steps 2 Ltd services have the right to complain. If the person concerned is unable to act for him or herself, or has died, the complaint can be accepted from a close relative, friend, or other person suitable to act as a representative. Where the person is capable of managing his or her own affairs and someone else complains on their behalf, it must be with the person’s full knowledge and consent

d) What is the time limit for making a complaint?
Complaints should be made within 12 months of the incident that caused the problem, or of the complainant realising there is a problem. We use our discretion to extend this if circumstances show it would have been difficult for the complaint to have been made earlier, as long as it is still possible to investigate the facts of the case.

Other ways to complain

We hope that our complaints procedure will help you to make your concerns known to us whether you are happy or unhappy with our services. However, as well as using our formal procedure you have the right to write to any of the following people, all of whom will arrange for your concerns to be investigated:
• Your Member of Parliament
• Your local County Councillor
• Care Quality Commission (CQC)
The CQC regulates health and adult social care services in England, whether they are provided by the NHS, local authorities, private companies or voluntary organisations. They also protect the rights of people detained under the Mental Health Act. The CQC make sure that essential common quality standards are being met where care is provided and work towards the improvement of care services. They promote the rights and interests of people who use services, and they have a wide range of enforcement powers to take action if services are unacceptably poor.

Care Quality Commission
St Nicholas Building
St Nicholas Street
Newcastle Upon Tyne
NE1 1NB

Number: 03000 616161

Email: enquiries@cqc.org.uk