SUPPORT & RESOLUTION
Complaints Policy
We welcome feedback and take all concerns and complaints seriously. Our aim is to resolve concerns fairly, promptly and transparently while continually improving the care and support we provide.
1. Our commitment
At Epty Care, we believe that high-quality, person-centred care is a fundamental right. We are dedicated to delivering excellence across all our clinical services, ensuring that your unique needs, preferences, and dignity are always at the heart of what we do.
We actively encourage feedback, suggestions, and concerns from our service users, families, and staff. Your voice helps us improve. We guarantee that all feedback is welcomed openly, investigated thoroughly, and addressed without any fear of discrimination or impact on your care.
We actively encourage feedback, suggestions, and concerns from our service users, families, and staff. Your voice helps us improve. We guarantee that all feedback is welcomed openly, investigated thoroughly, and addressed without any fear of discrimination or impact on your care.
- Dignified, person-centred care plans tailored to you
- Zero tolerance for discrimination or negative repercussions
- Continuous quality improvement based on user feedback
2. How to make a complaint
If you wish to make a formal complaint, you can choose the method that feels most comfortable for you. We accept complaints both verbally and in writing:
• Verbal Options: Speak directly to your care coordinator or call our support team. We will document your concerns and read them back to ensure accuracy.
• Written Options: Send us an email or a letter detailing the incident, dates, and any specific outcomes you are seeking.
• Verbal Options: Speak directly to your care coordinator or call our support team. We will document your concerns and read them back to ensure accuracy.
• Written Options: Send us an email or a letter detailing the incident, dates, and any specific outcomes you are seeking.
Contact Details
- Telephone: 0333 339 9896
- Email: hello@eptycare.com
- Address: The Trampery, London N17 8AA
3. What happens when we receive a complaint
Step 1: Immediate Acknowledgement
We formally acknowledge your complaint within 2 working days. You will be assigned a dedicated point of contact who will oversee your case.
Step 2: Management & Review
Our management team immediately reviews the details to assess the scope and determine any swift interim measures needed to safeguard safety.
Step 3: Fair & Independent Investigation
We conduct an impartial and thorough investigation. This involves interviewing key staff, reviewing care records, and evaluating care standards to find an objective resolution.
Step 4: Outcome & Action Plan
You will receive a complete written response outlining our findings, conclusions, and any organizational learnings or actions implemented.
Please note: If an investigation is highly complex and requires more time, we will proactively keep you informed of our progress.
4. Confidentiality
We recognize that making a complaint involves sharing personal information. All concerns raised are treated with absolute discretion and sensitive handling.
Information Security & Access
To thoroughly investigate your feedback, details of the complaint are shared strictly on a ‘need-to-know’ basis. Information is only visible to the staff directly responsible for investigating or resolving the matter.
Legal & Safeguarding Requirements
While we prioritize your privacy, your confidentiality is strictly subject to legal regulations and safeguarding provisions. If we identify serious immediate risk to safety or have a statutory duty to disclose, information may be escalated to official regulators.
- Secure, restricted-access logging
- Full compliance with GDPR & care standard regulations
- Safe, non-retaliatory reporting environment
Epty Care Policy Framework
Safeguarding Protocols & Complaints Escalation
Epty Care is committed to providing outstanding, transparent, and safe support. We maintain rigorous statutory systems to handle high-priority safety concerns and provide clean escalation paths if our internal review does not meet your expectations.
5. Safeguarding concerns
If a complaint received raises any suspicion or allegation of abuse, neglect, or harm, Epty Care immediately suspends standard complaint workflows to prioritize individual safety.
Statutory Referrals: When a safeguarding threshold is met, Epty Care holds a statutory obligation to report details to the local authority’s Safeguarding Adults Board (SAB) within 24 hours.
Our Safeguarding Actions:
- Immediate intervention to ensure the individual's safety.
- Prompt notification and formal referral to the local SAB team.
- Full cooperation with multi-agency external investigations.
- Active notification updates filed directly to the CQC.
6. If the complainant remains dissatisfied
If you are unhappy with the outcome of Epty Care’s internal investigation, you maintain the absolute right to escalate your complaint externally to independent bodies.
Care Quality Commission (CQC)
The CQC regulates Epty Care to ensure we maintain safety standards. Please note: While the CQC records complaints to inform inspections, they do not investigate individual disputes.
The CQC regulates Epty Care to ensure we maintain safety standards. Please note: While the CQC records complaints to inform inspections, they do not investigate individual disputes.
Local Government & Social Care Ombudsman (LGSCO)
For free, independent, and completely impartial reviews. You can submit your case directly to the LGSCO once Epty Care’s final internal review process has concluded.
For free, independent, and completely impartial reviews. You can submit your case directly to the LGSCO once Epty Care’s final internal review process has concluded.
07 / Quality Improvement
Learning from complaints
At Epty Care, we view feedback and complaints as vital pathways to growth. Every submission is rigorously reviewed by our quality management team to identify service insights, refine our clinical frameworks, and elevate the overall caliber of care we provide. Your voice is a critical catalyst for our ongoing excellence.
Your feedback matters
We want service users and their families to feel confident speaking to us. Raising a concern will not negatively affect the care or support you receive from Epty Care.