Sometimes things go wrong, or something about the care we provide isn’t right for you. When that happens we want to know — so we can fix it, and so we can do better for everyone else. This page explains how to make a complaint, how we’ll respond, and what you can do if we don’t put things right.

1How to complain

You can complain by any route that’s easiest for you:

• Phone: 01274 019093 (Mon–Fri, 9am–5pm — any other time, the number diverts to our on-call line)
• Email: info@sempercare.co.uk
• In person: Office 202, Belmont Mill, 7 Burnett Street, Bradford, BD1 5BJ — we’ll make time for you
• By post: same address, marked “Complaints”

You don’t need to write a formal letter. A short phone call is fine. If you’d find it easier to speak in a language other than English, or to use BSL, just let us know and we’ll arrange it.

You can complain on behalf of someone else — a family member, friend, advocate, or someone who holds Power of Attorney for the person we care for.

2Who handles your complaint

All complaints go to our Registered Manager, Naomi Lanigan. If the complaint is about Naomi, it goes to our Managing Director Shazad Mohammed instead.

3What happens next

1. Acknowledgement — within 3 working days of receiving your complaint, you’ll get a phone call or written acknowledgement confirming we’ve got it and who’s handling it.
2. Investigation — we’ll speak to the relevant team members, review any care notes, and where appropriate visit you or the person concerned. We’ll keep you updated through this.
3. Full response — within 20 working days of acknowledgement, you’ll receive a full written response setting out what we found, what we’re doing about it, and any apology owed. If the investigation is unusually complex and we need longer, we’ll tell you why and give you a new target date.

4If you’re not satisfied with our response

You don’t have to accept our answer. There are independent routes.

If your care is privately funded (self-funded or via Direct Payments) — contact the Local Government and Social Care Ombudsman.

• Phone: 0300 061 0614
• Online: lgo.org.uk
• Post: PO Box 4771, Coventry, CV4 0EH

The Ombudsman will usually expect you to have used our internal complaints procedure first. They’re independent and free.

If your care is funded by the Local Authority — contact the complaints team at the relevant Council:

• Bradford: 01274 431000
• Calderdale: 01422 393000
• Kirklees: 01484 414933

If your complaint is about safety or quality of care — you can also contact the Care Quality Commission, who regulate us.

• Phone: 03000 616161
• Online: cqc.org.uk/give-feedback-on-care

Raising a concern with any of these bodies will not affect your care.

5What we learn from complaints

We review every complaint against our wider practice, even when the outcome is that we did nothing wrong. If there’s a pattern, we change how we work. If there’s a training need, we address it. If we’ve let someone down, we own it — to you, to them, and to the team.