At PFC Care Ltd we take our Clients and work seriously and like to deliver a great service every time, we know sometimes things may go wrong. PFC Care Ltd takes complaints seriously. We will aim to put things right that have gone wrong and learn lessons to avoid the problem happening again. Our Complaints Policy sets out the framework for how PFC Care Ltd will achieve this. The Procedure and details of how to complain to PFC Care Ltd is outlined below:

PFC Care Ltd aims to handle complaints quickly, effectively and in a fair and honest way. We take all complaints seriously and use valuable information from investigating to help us improve the service we provide. We treat all complaints confidentially.

PFC Care Ltd assures Service Users and their families that it will not withdraw or reduce services because someone makes a complaint in good faith.

Anyone affected by the way PFC Care Ltd provides services can make a complaint. A representative may complain about the affected person if they:

•       Have died

•       Cannot make a complaint themselves, or

•       Have given consent for the representative to act on their behalf

If you are not happy about making a complaint yourself and you do not know someone who can talk to us or write to us on your behalf we will be happy to find someone from an independent organisation to act as an advocate for you.

You can complain:

• In person

• By telephone

• By letter

• By email

• Through a member of our staff

• Through an advocate or representative

We will acknowledge all complaints, whether verbally or in writing, within 3 working days.

We deal with anonymous complaints under the same procedure. However, it is better if you can provide contact details so that we can tell you the outcome of our investigation.

Yvonne Christie has overall responsibility for dealing with all complaints made about their service. We will provide, as far as is reasonably practical:

• Any help you need to understand the complaints procedure; or

• Advice on where you may get that help

Yvonne Christie may ask one of the management team to investigate the complaint. That person will have enough seniority and experience to deal with the issues raised by the complainant.

We will acknowledge a complaint within 3 working days and give you the name and contact details of the person investigating it. We will keep you informed about the progress of the investigation. We aim to have all complaints finished within 28 working days unless we agree a different time scale with you.

When we have finished investigating, we will arrange to meet with you to discuss the outcome, and write to you with:

• Details of the findings

• Any action we have taken

• Our proposals to resolve your complaint

• Lessons learned

You must complain as soon as you can after the date on which the event occurred or came to your notice. If you complain more than twelve months later, we may not be able to investigate properly. But we shall also consider whether you had good reason for not making the complaint sooner and whether, despite the delay, it is still possible to investigate the complaint effectively and fairly.

At any stage during the process, if you are not happy with the way the service is dealing with your complaint you can contact the Yvonne Christie at:

PFC Care Ltd

Frenchmans Field
61 Sir John Moore Ave
Hythe, Kent, CT21 5BZ
01303 260742

You can also raise your complaint or concern with:

Director of Social Services:
Kent County Council Social Services
03000 41 11 11

(Mon-Fri 9am-5pm)

03000 41 91 91 (Out of Office Hours)

Or if your care is funded by the Health Authority, you can contact:

Integrated Care Board

NHS Kent and Medway

Gail House

2nd Floor Lower Stone Street


ME15 6NB

01634 335095