Complaints

Pegasus Homecare Ltd is committed to providing a high level service to our customers. If you do not receive satisfaction from us we need you to tell us about it. This will help us to improve standards where necessary.

 

Complaints procedure

If you have a complaint please contact our Registered Manager in writing at Unit 2 Hendy Industrial Estate, Swansea SA4 0XP. Alternatively you can email your complaint by clicking on the contact us section or lastly you can follow this link and complete the online form yourself.

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Next Steps:

We will write to you to acknowledge receipt of your complaint within 3 days of us receiving it.

We will start to investigate your complaint. This can involve any or all of the following steps:

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1. We may hold an investigation meeting with the member of staff about whom you are complaining and/or ask them to reply to your complaint in writing

2. We will examine the member of staff’s reply and the information you have provided to us

3.Our HR Manager may need to contact you to discuss further details of your complaint and if so will  do so in a timely manner

4. We will write to you confirming the outcome of our investigations and include our suggestions for resolving the matter.

 

You can expect to receive this detailed response within 10 days of your original complaint being received. If for any reason we find that the investigation may take longer than 10 days we will write to you to inform you of the delay and provide you with an anticipated conclusion date.

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At this stage, if you are not satisfied with the outcome, you can contact us again and a Director of the company will review the decision within 10 days and write to you to explain why the feel the decision was correct, or to offer an alternative solution if they feel the decision was inappropriate.

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If you are still not satisfied at that stage you can contact either of the following independent bodies:

 

Carmarthenshire County Council 

Fax: 01267 224636. Textphone: 01267 228659. the postal address is: Complaints and Compliments Team, Chief Executive's Department, Carmarthenshire County Council, County Hall, Carmarthen SA31 1JP

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City and County of Swansea

Telephone 01792 636000 The postal address is: City and County of Swansea, Civic Centre, Oystermouth Road, Swansea, SA1 3SN.

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Care and Social Services Inspectorate of Wales (CSSIW)

Government Buildings, Picton Terrace, Carmarthen, SA31 3BT, Telephone:0300 7900 126, Fax: 0872 437 7303, Email: cssiw.southwest@wales.gsi.gov.uk

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