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Flexi Care & Support - Complaints Procedure

Flexi Care & Support...
Our Complaints Policy

If you wish to make a complaint, the procedure to follow is:

  1. Talk to your support team member or a service manager, who will listen to your concern and try to help
    • All verbal complaints are taken seriously.
    • Front-line support staff who receive a verbal complaint are expected to seek to solve the problem immediately.
    • If they cannot solve the problem immediately, they will offer to speak to the manager to deal with the problem who will respond to the complaint within seven days.
  2. If you are not happy with the help provided, then you can contact the Service Director, Katrina Latham, on 01226 710588 or at katrina@flexicare&
    • If the complaint is of a serious nature the manager will start an investigation and within 14 days will provide a full explanation to the complainant, either in writing or by arranging a meeting with the individuals concerned.
    • If the issues are too complex to complete the investigation within 14 days, the complainant will be informed in writing of any delays.

We Value Your Views

We value feedback from the people who use our services, their family and carers, our staff, service commissioners and other professionals.

If you have feedback about any of our services, you can contact us on: or alternatively, fill out a form on our contact page.


Advice & Support

Our team members are trained to support you to become as independant as possible, achieve the things you want to do, and help you plan for the future.

They will:

  • Empower you to make your own choices by providing any information, advice or support you need
  • Respect your confidentiality by keeping any information you share private - they will only share information with services, such as your GP or Social Worker if they think you are at risk
  • Treat you with dignity and respect at all times
  • Support you to achieve your personal goals at home or in the community and help you access activities that you enjoy, whilst ensuring your safety and wellbeing
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