Complaints

Fatfalam Limited is committed to providing safe, respectful and high-quality care and support. We welcome feedback about our services and take complaints seriously.

If something has gone wrong or you are unhappy with any aspect of our service, we encourage you to tell us. Raising a complaint will not affect the care or support you receive.

1. How to Make a Complaint

You can make a complaint yourself or ask a family member, representative or advocate to make a complaint on your behalf.

Complaints can be made verbally or in writing. Please provide as much information as possible about your concern so that we can investigate it properly.

You can contact us at:

Fatfalam Limited
Southwark, South London, UK
Email: info@fatfalam.co.uk

2. What Happens When We Receive a Complaint

We will treat your complaint respectfully, fairly and confidentially. We will acknowledge your complaint and consider the issues raised.

Where an investigation is required, we will gather relevant information and provide you with a response explaining our findings and any action that has been taken or is proposed.

If there is likely to be a delay in responding, we will keep you informed.

3. Safeguarding Concerns

If a complaint raises concerns about abuse, neglect or the safety of an adult or child, we will follow our safeguarding procedures and, where appropriate, refer the matter to the relevant safeguarding authority or other statutory body.

4. Complaining on Behalf of Someone Else

We recognise that some people may need support to raise a concern or complaint. A relative, friend, advocate or representative may complain on someone’s behalf where appropriate.

We may need to confirm that the person has permission to act on your behalf before sharing confidential information.

5. If You Remain Unhappy

If you are dissatisfied with our response, please contact us and explain why you remain unhappy so that we can consider whether any further review is appropriate.

Where applicable, you may also be able to raise your concerns with the organisation that commissioned or arranged your care.

Information about concerns relating to regulated health and social care services is also available from the Care Quality Commission (CQC).

6. Learning From Complaints

Complaints and feedback help us identify where improvements may be needed. We review complaints to identify lessons, improve our services and reduce the risk of similar problems happening again.

We will handle information relating to complaints in accordance with our confidentiality and data protection responsibilities.