Complaints Procedure
Introduction
At Floridus Residential, we are committed to providing the highest standards of care and support. However, we understand that there may be times when individuals have concerns or feel dissatisfied. Our Complaints Procedure ensures that all concerns are addressed promptly, fairly, and confidentially.
How to Make a Complaint
Step 1: Informal Resolution
If you have a concern, we encourage you to speak directly to a member of our team. Many issues can be resolved quickly and informally through open communication.
Step 2: Formal Complaint
If the issue cannot be resolved informally, you can submit a formal complaint. Please provide the following details:
-> Your name and contact information.
->A clear description of the issue.
->Any relevant dates, times, or supporting documents.
You can submit your complaint via:
-> Email: [abc@xyz.com]
-> Post: Floridus Residential, 157 St Barnabas Road, Woodford Green, IG8 7DG
-> Phone: [000000000000000]
Step 3: Complaint Acknowledgement
We will acknowledge your complaint within 5 working days and provide you with the name of the person handling your case.
Step 4: Investigation
A thorough investigation will be conducted, and you will be kept informed throughout the process. We aim to resolve most complaints within 28 working days.
Step 5: Outcome
Once the investigation is complete, you will receive a written response detailing the findings, actions taken, and any resolutions.
Escalation
If you are not satisfied with the outcome of your complaint, you can escalate the matter to a senior member of our team. Details on how to escalate will be included in our response.
Confidentiality
All complaints will be handled confidentially and in accordance with our safeguarding and data protection policies.
Feedback Matters
We value your feedback and use it to improve our services. Thank you for helping us maintain the highest standards of care.