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Policies

Complaints

If you are unhappy with CareRise Group, we want to know so we can put things right and learn from it.

Status: Draft — not yet approved

Draft for owner review

This is a draft prepared alongside the website. It reflects how the site currently works but has not been approved by CareRise Group and is not yet an adopted policy. Highlighted items need business details or decisions. Legal advice is recommended before approval.

Who can complain

Anyone affected by our service can make a complaint — including client organisations, candidates and workers, and members of the public.

Safeguarding concerns are different

If you are worried about the safety or wellbeing of a child or adult, do not wait for the complaints process. If someone is in immediate danger, call 999. Otherwise, follow the steps in raising a concern.

How to complain

Use our general enquiry form and choose “Complaint”, or email info@carerrisegroup.com. Tell us what happened, when, and what you would like us to do. Please do not include children’s names, medical records or other sensitive information in your first message — we can arrange a safe way to share details if needed.

Complaints are handled by: [Owner to confirm: role responsible for complaints].

What happens next

  1. Acknowledgement — we will confirm we have received your complaint within [Owner to confirm: number of working days].
  2. Investigation — we will look into what happened, which may include speaking to the people involved.
  3. Response — we will write to you with our findings and any action we will take within [Owner to confirm: number of working days], or explain why more time is needed.
  4. Review — if you are not satisfied, you can ask for your complaint to be reviewed by [Owner to confirm: person or role who reviews escalated complaints].

If you are still unhappy

[Owner to confirm: external escalation routes relevant to an employment agency in England, confirmed with an adviser]. For concerns about how we have handled your personal information, you can contact the Information Commissioner’s Office at ico.org.uk.

How we use complaints

We keep a record of complaints and what we did in response, so we can spot patterns and improve. Making a complaint will not affect how we treat you.