Complaints Procedure

We Want to Hear From You

If something has gone wrong, or you are unhappy with any part of our service, please tell us. Complaints help us put things right and improve what we do, and raising one will never affect the care or support someone receives.

How to Complain

You can raise a complaint in whichever way suits you best:

• By phone on 01204 773228
• By email to info@xcellhealthcaresolutions.com
• By post to XCELL Healthcare Solutions Ltd, 105 Chorley Old Road, Bolton BL1 3AS
• In person, or through a family member, friend or advocate acting for you

What Happens Next

TO CONFIRM: how quickly a complaint is acknowledged

TO CONFIRM: how quickly a full response is given

We will tell you who is looking into your complaint, keep you updated, and explain what we have found and what we are changing as a result.

If You Are Still Unhappy

If we cannot resolve your complaint, you can take it further. The Local Government and Social Care Ombudsman looks at complaints about adult social care, including privately funded care, at lgo.org.uk or on 0300 061 0614.

The Care Quality Commission cannot investigate individual complaints, but it does want to hear about your experience of a registered service. You can share it through the CQC website, and our profile is at https://www.cqc.org.uk/location/1-24418230679.

If your complaint is about how we have handled your information, you can also contact the Information Commissioner's Office at ico.org.uk.