We Take Your Concerns Seriously
At Girocare, we aim to provide a professional, reliable and respectful service to care providers, workers and everyone we deal with.
We also recognise that sometimes things may not go as expected.
If you are unhappy with our service, a member of our team, a worker supplied by Girocare, or any aspect of your experience with us, we want to hear from you.
Complaints help us put things right and improve the way we work.
You can raise a complaint with Girocare through our official contact channels.
When contacting us, please provide:
You do not need to write a complicated formal letter.
Simply explain the problem as clearly as you can.
We will acknowledge your complaint and review the information you have provided.
Depending on the nature of the complaint, we may need to speak with the people involved or request further information.
We aim to deal with complaints fairly, professionally and as promptly as reasonably possible.
Where an issue can be resolved quickly, we will try to do so.
Where further investigation is required, we will keep you appropriately informed and provide a response once the matter has been reviewed.
If you are a care provider and have concerns about a worker supplied by Girocare, please contact us as soon as possible.
We will listen to your concerns and consider the appropriate action.
If the matter involves an immediate risk to somebody receiving care, the provider should first take any necessary action to protect the individual and follow its own safeguarding or emergency procedures.
Serious concerns will be treated accordingly.
People working through Girocare can also raise concerns about their experience with us or about an assignment.
We want workers to feel able to speak to us when something is wrong.
Raising a genuine concern or complaint in good faith should not prevent somebody from being treated fairly.
If your complaint involves possible abuse, neglect, exploitation or another safeguarding concern, please make this clear when contacting us.
Safeguarding matters may need to be handled under our safeguarding procedures rather than through the ordinary complaints process.
If somebody is in immediate danger, call 999.
Immediate danger? Call 999We will handle complaints with appropriate sensitivity.
Information will normally only be shared with people who reasonably need it in order to understand, investigate or respond to the matter.
However, there may be circumstances where information must be shared with an appropriate organisation or authority, particularly where safeguarding, safety or legal obligations are involved.
We will consider complaints fairly and without unnecessary judgement.
Making a complaint does not automatically mean that wrongdoing has occurred. Where appropriate, we will consider the available information and give those involved an opportunity to explain their position.
Our aim is to understand what happened and determine an appropriate response.
Complaints are not only about resolving individual problems.
They can also show us where our service could be better.
Where a complaint identifies an area for improvement, we will consider what reasonable changes can be made to reduce the likelihood of the same problem happening again.
If you would like to make a complaint, please contact Girocare through our official contact channels.
Please provide enough information for us to understand the issue and contact you regarding your complaint.