Simcroft Care is currently under registration with the Care Quality Commission (CQC).Currently under registration with the CQC.
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Compliments, concerns and complaints.

How to tell us when something is right, and what happens when something is wrong

We want to hear from the people we support, their families and the professionals we work with. A compliment tells us what to keep doing. A concern or complaint tells us what to put right, and we treat every one seriously, without any effect on the care you receive.

1. How to tell us

  • Speak to your carer or the manager on duty
  • Call the office on 020 8570 1055
  • Email info@simcroftcare.com
  • Write to Simcroft Care Ltd, 19 Greencroft Road, Hounslow, Middlesex TW5 0BQ

You can ask a relative, friend or advocate to complain on your behalf. If you need this page or our complaints procedure in large print, easy read, or in Punjabi, Urdu or Hindi, just ask.

2. What happens next

  • We acknowledge every complaint, whether made in person, by phone or in writing, within 3 working days, and tell you who is looking into it.
  • We investigate fairly and keep you informed. We aim to give you a full written response within 28 working days. If it will take longer, we'll explain why and agree a new date with you.
  • Our response tells you what we found, what we're doing about it, and how to take the matter further if you're not satisfied.
  • Where something has gone wrong, we tell you openly, apologise and put it right. This is our duty of candour, and it applies to everyone who works for us.

Complaints are recorded, reviewed by the manager and the directors, and used to improve the service. Our full Complaints, Suggestions and Compliments Policy is available on request.

3. If you're not satisfied with our response

If you have been through our complaints procedure and are not satisfied with the outcome, you can take your complaint to an independent body.

Local Government and Social Care Ombudsman

The Ombudsman looks at complaints about adult social care, including care you pay for yourself. The service is free and independent.

If your care is arranged or funded by the council

You can also complain to the adult social care complaints team at the London Borough of Hounslow, which arranged your care. The council will tell you how, and the Ombudsman remains available if you're not satisfied with the council's response.

4. Telling the Care Quality Commission

The Care Quality Commission (CQC) regulates care providers in England. It does not investigate individual complaints, but it wants to hear about your experience of care and uses what people tell it when it assesses providers. You can contact the CQC at any time, whether or not you have complained to us.

5. If someone is at risk of harm

If you think someone is being abused or neglected, or is at immediate risk, call 999. Otherwise, tell us straight away on 020 8570 1055, or contact Hounslow Council's adult safeguarding team. Every member of our team is trained in safeguarding and knows how to report a concern.

6. Compliments

If a carer or a member of the team has made a difference, we'd love to know. Compliments are shared with the person concerned and recorded, and they matter to us as much as complaints do.