Concerns, complaints and safeguarding

We want to hear from you

Compliments, concerns and complaints all help us get care right. Raising a concern will never affect the care you or your loved one receives. You can complain yourself, or someone can complain on your behalf with your permission, such as a relative, friend or advocate.

How to raise a concern or complaint

Talk to us in whatever way suits you:

• Phone or WhatsApp: 0121 777 3118 (office hours)
• Out of hours, for urgent care matters: 07867 843041
• Email: Office@regiscare.co.uk
• Letter: Registered Manager, Regis Care Group Limited, Office 3, City Court, 161–163 Hospital Street, Hockley, Birmingham B19 3XA

You can ask to speak directly to our Registered Manager, Mrs Manpreet Kaur Sagoo. If you need help to make a complaint, for example in another language, in large print or through an interpreter, just let us know.

What happens next

1. We'll acknowledge your complaint within [3 working days].
2. We'll look into it fully and may ask to talk with you about it.
3. We'll send you a written response within [28 working days]. If it will take longer, we'll tell you why and keep you updated.
4. We'll tell you what we found, any action we're taking, and what to do if you're still unhappy.

If you're not happy with our response

Local Government and Social Care Ombudsman. If you've been through our complaints process and are still unhappy, you can ask the Ombudsman to look into it. This applies whether your care is paid for privately or arranged by the council. Visit lgo.org.uk or call 0300 061 0614.

Your council. If your care is arranged or funded by Birmingham City Council or Solihull Council, you can also complain to the council directly.

Care Quality Commission (CQC). The CQC regulates care services in England. It can't investigate individual complaints, but it wants to hear about your experience because this helps it decide when and where to inspect. Visit cqc.org.uk/give-feedback-on-care or call 03000 616161.

Reporting abuse or neglect

If you think an adult is being abused or neglected, by anyone including a member of our staff, please tell us straight away on 0121 777 3118 or 07867 843041 out of hours. You can also report it directly to the council:

• Birmingham: report online at birmingham.gov.uk/safeguarding. For urgent concerns out of hours, call 0121 464 9001.
• Solihull: call 0121 704 8007 or visit solihull.gov.uk.
• Police: 999 in an emergency, or 101 if it isn't urgent.