Last reviewed: September 2026. Policy owner: the Registered Manager, Prestige Care Connect.
We want to know when something is not right. A complaint helps us put things right for you and improve our service for everyone. You will never be treated differently because you have complained.
Who can complain
The person receiving care, a relative or friend acting with their agreement, an advocate, or anyone acting on their behalf where the person cannot do so themselves. Professionals and members of the public can also raise concerns with us.
How to complain
You can raise a complaint in whatever way is easiest for you:
- By phone: 073 993 15159
- By email: info@olaprestigecareservices.co.uk
- In writing: Registered Manager, Prestige Care Connect, Regus House, Victory Way, Crossways Business Park, Dartford, Kent, DA2 6QD
- In person: tell any member of our team, who will pass it to the Registered Manager
It helps if you can tell us what happened, when it happened, who was involved and what you would like us to do about it — but please do not delay raising a concern because you do not have all the details.
What happens next
- Straight away: many concerns can be sorted out immediately by speaking to the Registered Manager. If we can resolve it to your satisfaction at that point, we will record it and confirm the outcome with you.
- Within 3 working days: we acknowledge your complaint in writing and tell you who is looking into it.
- Investigation: the Registered Manager, or another senior person where the complaint concerns the manager, reviews the records, speaks to those involved and keeps you updated.
- Within 28 days: we write to you with the outcome, what we found, what we are putting right and how to take the matter further if you remain unhappy. If we need longer, we will explain why and agree a new date with you.
If you are still not satisfied
You can ask us to review the outcome, and you can take your complaint to an independent body.
If you fund your own care, or wish to complain about us directly: the Local Government and Social Care Ombudsman investigates complaints about all adult social care providers, including privately funded care. Call 0300 061 0614 or visit lgo.org.uk.
If your care is arranged or funded by the council: contact Kent County Council on 03000 41 61 61, and the Ombudsman afterwards if you remain unhappy.
If your care is NHS funded: contact the NHS body that commissions your care, or NHS England.
The role of the Care Quality Commission
The CQC does not investigate individual complaints, but it does want to hear about people’s experiences of care, and that information informs its monitoring of our service. You can contact the CQC on 03000 616161 or through cqc.org.uk. If you believe someone is at risk of harm, please also see our Safeguarding Policy.
How we use complaints to improve
Every complaint and compliment is recorded in our complaints log with the outcome and any action taken. Themes are reviewed by the Registered Manager as part of our quality assurance, discussed in staff supervision and used to update training, care plans and working practices. A summary of complaints and actions is available to the Care Quality Commission on request.
Being open
Where something has gone wrong and caused harm, we will tell you, apologise, explain what happened and what we are doing about it, in line with our duty of candour under Regulation 20 of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014.
Review
This policy is reviewed at least annually.