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Complaints, Concerns & Compliments

Whilst inTouch Home Care always aims to provide an outstanding service at all times and in all circumstances to clients and their families, it is recognised that there may be rare occasions where the service provided falls short of our own very high standards.We are extremely keen that service users and their families should make us aware of such instances at the first available opportunity, so that we can investigate the incident and put the situation right as quickly as possible.  We are CQC registered and strictly follow their guidelines.

For this reason we have in place a formal Complaints Policy & Procedure which we make clients and their families aware of and free to use, should the need arise. In this situation a complaint is any communication from a client or a member of their family, or from a carer or other visitor, either in verbal or written form, expressing dissatisfaction with anything relating to the provision of care.

Definition of a Complaint  -  Complaints Policy

At inTouch Home Care a complaint is: ‘An expression of dissatisfaction with any of our services which requires a response.’  A complaint is treated seriously whether it is made in person, by telephone, by letter, by fax, by email, or through our website.

Who can make a complaint, compliment or suggestion?

Complaints compliments and suggestions are welcomed from service users, their relatives or carers, professionals, and persons affected as a result of the services we provide.


All complaints will be dealt with in a confidential manner. Anonymous complaints will be acted on, however, it would be better if you provide us with contact details so that we can let you know the outcome of your complaint.

How to make a complaint, compliment or suggestion

You can make a complaint, compliment or suggestion in a number of ways. Remember to provide contact details so that we can respond to you. You can:

  • Speak directly to the manager of the service you are using or email the manager
  • Write in to: Gill Forward, Operations Director, inTouch Home Care, 117 High Street, Barnet, Herts EN5 5UZ
  • Email:
  • Download the inTouch Complaints & Compliments Policy


All complaints are handled within the time-scales below. If there are serious issues which need legal advice or the Care Quality Commission are involved, these timescales could be lengthened, however, inTouch will keep the complainant updated on a regular basis; this could be daily, or weekly.

  • inTouch will acknowledge the complaint (whether written or oral), within two days of receipt.
  • inTouch will launch an investigation within five days.
  • All complaints will be dealt with and arrangements made for meetings within 14 days.
  • inTouch will endeavour to resolve any complaints received within 28 days, if this is not possible, the complainant will be advised that they can approach the Care Quality Commission (CQC).

With regards to serious complaints, inTouch will not hesitate to involve the police, local social services or any other professional body, should it deem necessary.

PCB inTouch Home Care are registered with and regulated by the Care Quality Commission (CQC). The CQC cannot get involved in individual complaints about providers, but is happy to receive information about our services at any time.

You can contact the CQC at:

Care Quality Commission National Correspondence

Citygate, Gallowgate, Newcastle upon Tyne, NE1 4PA  T: 0300 061 6161   

Compliments and suggestions

We don’t just want to hear about what is going wrong, we would also like to hear from you about services that are delivered well.



About inTouch Home Care

inTouch is a privately owned Home Care service. If you or someone you love needs care and support to stay in the home they love inTouch will give you all the care, support, flexibility and choice you deserve, so you can continue living i...