Whilst Applecare aims to provide clients and their families with a first class service at all times and in all circumstances, it is recognised that there may be rare occasions where the service provided falls short of our own very high standards.

We are extremely keen that clients and their families should make us aware of such instances at the first available opportunity, so that we can investigate the incident and put the situation right as quickly as possible.

For this reason we have instituted a formal complaints procedure which we want clients and their families to be aware of and free to use, should the need arise. In this context a complaint is any communication from a client or a member of their family, or from a carer or other visitor, either in verbal or written form, expressing dissatisfaction with anything relating to the provision of care.

The person receiving the complaint will record it in the initial complaints log and will, if possible, investigate the circumstances surrounding the complaint there and then. This is done with a view to achieving an immediate solution, which will be acceptable to the person making the complaint and to make sure that our standards are maintained.

Where it is not possible to solve the problem to the satisfaction of the parties concerned at the time, the complaint will be referred to the Manager within 1 working day, either verbally or in writing. In the absence of the Manager another competent person will handle the complaint.

The Manager will ensure that the complaint is acknowledged in writing within 7 days of receipt and a formal response provided within 28 days.

The Manager will record all complaints on a Complaints Investigation Form.