Customer Complaints Policy Summary

Complaints

If you have any complaint or concern about the service you have received from staff working for ISC-CARE, you are entitled to ask for an explanation.

We operate an informal, in-house complaints procedure to deal with your concerns. All complaints will be treated in the strictest confidence.

How to Complain

We hope that most problems can be resolved quickly and easily, often at the time they arise and directly with the person concerned.

If your problem cannot be sorted out in this way and you wish to make a complaint, we encourage you to let us know as soon as possible—ideally within a few days or weeks. This allows us to investigate more effectively.

If this is not possible, please provide details of your complaint:

  • Within 12 months of the incident, or

  • Within 12 months of the matter coming to your attention.

All written complaints must be addressed to David Vine (Service Manager), who will ensure that it is investigated thoroughly and promptly. Please be as specific as possible about your complaint.

📧 Email: complaints@isc-care.co.uk

What We Do

  • We will acknowledge your complaint within 2 working days (verbally or in writing).

  • We will aim to investigate and respond within 20 working days of receiving your complaint.

  • You will then be offered either a written explanation or, if appropriate, a meeting with the people involved.

Complaining on Behalf of Someone Else

ISC-CARE must ensure strict adherence to the rules of clinical confidentiality. We cannot provide confidential information without appropriate authority.

If you wish to complain on behalf of someone else, we require written confirmation of their consent before we can proceed.

Unreasonable / Vexatious Complaints

Where a complainant becomes aggressive or, despite effective complaint handling, continues to act unreasonably, the following measures may be applied and communicated clearly:

  • The complaint will be managed by one named senior individual who will act as the sole point of contact.

  • Contact may be limited to one method only (e.g. in writing).

  • A time limit may be placed on each contact.

  • The number of contacts within a given period may be restricted.

  • A witness may be present at all meetings or calls.

  • Repeated complaints about the same matter may be refused.

  • Correspondence on closed matters will be acknowledged but not reopened.

  • Behaviour standards may be set and enforced.

  • Irrelevant documentation may be returned.

  • Detailed records will be maintained.

Important Note

Making a complaint does not give you the right to withhold payment for our services. Doing so would constitute a breach of the consent documentation and terms and conditions that you have agreed to.

Our Commitment

We encourage open communication and welcome feedback as a valuable means of improving our service. Complaints and concerns help us to develop and provide the best possible support.