Complaints Policy

1. Introduction

Nova Care Consultants Limited is committed to providing high-quality professional health and social care assessment services. We recognise that there may be occasions when our services fall short of expectations, and we welcome feedback to help us maintain and improve our standards. If you become unhappy or worried about our service, we shall do the best to resolve the matter.

2. Purpose

This policy outlines how complaints will be handled fairly, efficiently, and effectively. Our complaint management system aims to:

- Enable us to respond to issues raised by complainants in a timely and cost-effective way
- Boost public confidence in our administrative process
- Provide information that can be used to deliver quality improvements in our services, staff, and complaint handling

3. Who Can Make a Complaint

- Service users
- Family members or representatives of service users
- Professional partners
- Members of the public affected by our services

4. How to Make a Complaint

Complaints can be submitted through the following channels:

Phone: 0333 335 6547
Email: info@novacare.org.uk
Post: Office 7, 8-9 Rodney Road, Portsmouth, PO4 8BF

5. Complaint Handling Process

Stage 1: Initial Response

- We will acknowledge receipt of your complaint within 5 working days
- Sometimes an initial response can be provided within 15 days
- A formal response will be provided within 30 working days
- If we cannot provide a full response within this timeframe, we will explain why and provide a new deadline

Stage 2: Investigation

- Complaints will be investigated by a senior member of staff who is not directly involved in the matter
- We will gather all relevant information and speak to the staff member(s) involved
- We will maintain confidentiality throughout the process
- A detailed written response will be provided within 30 working days

Stage 3: Appeal

If you are not satisfied with our response, you can request an appeal:
- Appeals must be submitted within 10 days of receiving our response
- An independent review will be conducted by a director
- A final response will be provided within 30 days

6. External Escalation

If you remain dissatisfied after exhausting our internal process, you may escalate your complaint to another body. Please note, some regulators will only investigate matters of fitness to practice or malpractice, and they may not have the power to investigate a private company:

- Social Work England (for social work services in England)
- Gofal Cymdeithasol Cymru (for social work services in Wales)
- Health and Care Professions Council (for occupational therapists in England and Wales)
- Nursing and Midwifery Council (for registered nurses in England and Wales)

7. Recording and Learning

All complaints will be:

- Recorded in our complaints register
- Reviewed quarterly for identifying trends
- Used to improve our service delivery
- Reported annually to our regulatory bodies

8. Support for Complainants

We can provide:

- Information in alternative formats upon request
- Access to independent advocacy services
- Face-to-face meetings when appropriate

9. Timeframes

- Acknowledgement: 5 working days
- Initial response: 15 working days
- Full investigation response: 30 working days
- Appeal response: 30 days

10. Data Protection

All complaint information will be handled sensitively and in accordance with UK data protection requirements. Our ICO registration number is ZB213471.

11. Policy Review

This policy will be reviewed annually or in response to:

- Changes in legislation or guidance
- Changes in our services
- Identified improvements from complaint handling

Last Updated: April 2025 by the Board of Directors.