Complaints Policy
OFH Care’s Complaints Policy ensures every concern is handled fairly, confidentially, and in line with the Health and Social Care Act 2008. Whether related to mental capacity assessments or brain injury case management, complaints are reviewed promptly, investigated transparently, and used to improve the quality of our services and client experience.
Our Commitment to Listening and Improving
OFH Care is committed to delivering high-quality, person-centred services across our mental capacity assessments and brain injury case management work. We strive to ensure every client, family member, and professional we work with receives a respectful, responsive, and compassionate service.
However, we understand that there may be times when someone is unhappy with an aspect of our service. We welcome all feedback, including complaints, as an opportunity to learn, improve, and enhance the standard of support and care we provide.
We handle every concern promptly, fairly, and in line with the Health and Social Care Act 2008 and the CQC’s fundamental standards.
When and Why You Might Make a Complaint
A complaint can be made by anyone who feels dissatisfied with the service they have received from OFH Care. This could include:
- A client who has received a mental capacity assessment or case management service
- A solicitor, deputy, or professional referrer acting on behalf of a client
- A family member or representative involved in the client’s care
- The quality, accuracy, or timeliness of an assessment or report
- The conduct or professionalism of a team member
- Communication delays or lack of clarity in our process
- Any aspect of our case management or client support services
We encourage you to raise your concern as soon as possible so we can resolve the issue efficiently and respectfully.
How to Make a Complaint
You can email your concern directly to complaints@ofhcare.co.uk
Please include:
- Your name and contact details
- The name of the person or service your complaint relates to
- The date or time period of the issue
- A short description of your concern and the outcome you would like
- If you find it difficult to put your complaint in writing, you can contact us by phone on 03330 345 677.
What Happens Next
We take every complaint seriously and aim to resolve matters quickly and fairly. After you have formally raised a complaint, you should expect the following actions from our team:
Acknowledgement: We will confirm receipt of your complaint within two working days.
Investigation: A member of our management team will review your complaint, gather information, and, if necessary, contact you for further details.
Response: You will receive a written response within 25 working days, which will include any actions we plan to take.
Review (if needed): If you remain dissatisfied, you can request the management team to review your complaint again.
We complete all complaint investigations as swiftly as possible, ensuring fairness, transparency, and sensitivity throughout the process. If a case is complex, we’ll keep you updated.
How to Escalate a Complaint
If you are not satisfied with the outcome of our internal investigation, you may escalate your complaint to the relevant external authority:
Care Quality Commission (CQC) for concerns about how regulated services are provided.
Local Government and Social Care Ombudsman (LGSCO) for unresolved social care complaints.
We will provide all relevant information and cooperate fully with any external investigation.
Our Approach to Continuous Improvement & Fair Practice
Commitment to Learning and Quality
- At OFH Care, complaints are not viewed as setbacks; they are seen as opportunities to improve. Every concern raised helps us strengthen our systems, refine our communication, and deliver even higher standards of service.
- We regularly review complaint outcomes to identify lessons learned, ensure accountability, and share best practices across our mental capacity assessment and brain injury case management teams.
- Our goal is simple: to maintain a culture of openness, safety, and trust in everything we do.
Accessibility and Fairness
We recognise that some clients may find it difficult to communicate or express concerns independently. We accept complaints from clients, family members, legal representatives, or referrers. We make reasonable adjustments (e.g., alternative formats, interpreter support) so everyone can raise concerns. Making a complaint will not negatively affect the service you receive.
- All complaints are treated with dignity and without discrimination
- Making a complaint will never negatively affect the service you receive
- Feedback, positive or negative, is always valued and used constructively
Confidentiality and data protection
We treat complaints confidentially and handle personal data in line with UK GDPR. For details on how we store and use information, please see our Privacy Policy.
If you would like to raise a concern or provide feedback, please contact complaints@ofhcare.co.uk.
OFH Care is committed to safeguarding its clients, supporting its staff, and continually enhancing the quality of services it delivers.
Download our Complaint Leaflet.