Complaints & Concerns Procedure
1. Our Open Feedback Philosophy
At Trinity Havens Ltd, we believe that open communication is fundamental to safe, compassionate home care. We welcome all feedback — whether a compliment, suggestion, or complaint. We treat concerns as valuable opportunities to listen, learn, adapt, and continually raise our standards of service.
2. How to Raise a Concern (Stage 1: Initial Review)
If you or your family member are unhappy with any aspect of our service — such as visit timings, communication, or specific support — please speak with us as early as possible. Most concerns can be resolved quickly through an open conversation:
- Telephone: Speak directly to our Shrewsbury team or Registered Manager on 01743 291 530.
- Email: Write directly to our leadership at fred.b-gyabaah@trinityhavens.com or enquiries@trinityhavens.com.
- In Writing: Trinity Havens Ltd, Unit 30, Flexspace Business Centre, Shrewsbury, SY1 3FE.
All complaints and concerns will be reviewed by the Registered Manager or another suitable senior person within Trinity Havens Ltd. If a complaint directly involves the Registered Manager, or if it would not be appropriate for the Registered Manager to review it, the matter will be escalated to a Director or another suitable senior person for independent review.
We will acknowledge your concern in writing within 3 working days.
3. Stage 2: Formal Investigation & Resolution
Where a complaint is complex, serious, or cannot be resolved at the first stage, Trinity Havens Ltd will carry out a formal review. We will consider the information provided, speak with relevant people where appropriate, agree any corrective actions, and keep the person raising the concern informed of progress.
We aim to complete our investigation and provide a full written response within 20 working days. If the response cannot be completed within 20 working days, Trinity Havens will explain why and keep the person updated with revised timeframes.
4. Safeguarding Concerns
If a concern suggests immediate risk, abuse, neglect or safeguarding concerns, Trinity Havens Ltd will act promptly in line with statutory safeguarding procedures. We will notify the local Shropshire Council Safeguarding Adults team and the Care Quality Commission without delay, taking immediate action to ensure the safety and wellbeing of the person receiving care.
5. Recording, Learning and Service Improvement
Trinity Havens Ltd will keep a clear record of complaints, concerns, investigations, outcomes, actions taken and any learning identified. We use complaints and feedback to improve the quality, safety and responsiveness of our service.
Where a complaint identifies a need for improvement, we will take appropriate action, which may include updating care plans, reviewing staff practice, improving communication, providing additional training, changing procedures, or strengthening oversight.
6. External Escalation & Independent Bodies
If you remain dissatisfied after our internal procedures have concluded, or if you require independent external advice, you may contact:
Local Government and Social Care Ombudsman (LGSCO)
The Ombudsman investigates complaints about adult social care services in England independently and impartially:
Website: www.lgo.org.uk | Helpline: 0300 061 0614
Care Quality Commission (CQC)
While the CQC does not resolve individual consumer disputes, they regulate our service and monitor all feedback to inform their regulatory oversight:
Provider: Trinity Havens Ltd | Location ID: 1-27216741196
Website: www.cqc.org.uk | Tel: 03000 616161