Complaints procedure

IndepenDent Care Plans UK Ltd aims to provide an efficient and friendly service to our customers. However we recognise that sometimes things can go wrong and errors can be made. Our aim is to deal with these quickly and to enable us to identify any recurring issues, in order to improve our services.

Dealing with your complaint

We need to establish the nature of your complaint and why you feel it necessary to complain. Details of the service provided to you, the individuals or member of staff involved will be required in order for us to deal with your complaint as quickly and fairly as possible.

How to complain

  • Please contact the member of our Administration team who dealt with you initially, as they will be aware of the problem and hopefully be able to put things right.
  • If you would rather deal with someone else, we would advise you to ask for the appropriate Line Manager.
  • If your problem is still not resolved please put your complaint in writing to: Operations Managers, IndepenDent Care Plans UK Ltd, River House, Young Street, Inverness IV3 5BL
  • Alternatively you can fax or e-mail your complaint to: fax: 01463 716766 or e-mail: icpltd@ident.co.uk

Our aim is to acknowledge your complaint within 5 working days and resolve it as soon as possible.

Taking your complaint further

If you are still dissatisfied with our response the complaint will then have to go to: The Board of Directors at the above address. They will let you know within 7 working days that they have received details of your complaint, and will aim to provide the result of their investigation within 10 working days. Every complaint is taken seriously by IndepenDent Care Plans UK Ltd.

All complaints, their nature and the final outcome are recorded and reviewed on a monthly basis to identify any trends or recurring issues. Any appropriate action will be taken to address these issues.