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Policies

Complaints procedure

If something has gone wrong, we want to hear about it. Telling us is how things get fixed.

Last updated: 20 August 2026

Complaining will never affect your care

Nobody is treated differently for raising a concern. If you are worried that speaking up might cause problems, please tell us that too — it is something we need to know.

Who can complain

Anyone can raise a complaint: the person receiving care, a relative or friend, an advocate, or a professional acting on someone's behalf. If you are complaining for someone else, we may need their consent before we can share details of their care with you.

How to complain

You can raise a complaint in whatever way is easiest for you:

  • By phone: 01788 422422
  • By email: kp.rugby@kareplus.co.uk
  • In writing: 6a Davy Court, Castle Mound Way, Central Park, Rugby, CV23 0UZ
  • In person: to any member of staff, or by asking to speak to a manager

It helps if you can tell us what happened, when it happened, who was involved, and what you would like us to do about it — but do not worry if you cannot provide all of that.

What happens next

  1. We acknowledge it. We will confirm we have received your complaint and tell you who is handling it.
    Within 3 working days of receiving it.
  2. We look into it. A manager not directly involved will review what happened, speak to the people concerned and look at any records.
  3. We respond. You will get a written response setting out what we found, what we are doing about it, and what happens if you are still unhappy.
    Within 20 working days. If an investigation needs longer than that, we will tell you why and agree a new date with you rather than let it drift.
  4. We learn from it. Complaints are reviewed so the same thing does not happen to someone else.

If you are not satisfied with our response

If we have not put things right, you can take your complaint further — and you can do this at any point, not only after our process has finished.

Local Government & Social Care Ombudsman

For care you arrange and pay for privately, or care arranged by your local council, the Ombudsman investigates complaints independently and free of charge.
Telephone: 0300 061 0614 — www.lgo.org.uk

Care Quality Commission

The CQC does not investigate individual complaints, but it wants to know about concerns regarding the quality or safety of a regulated service, and it uses that information in its monitoring.
Telephone: 03000 616161 — www.cqc.org.uk

Your local council

If your care is funded or arranged by your local authority, its adult social care team also has a complaints process. Contact the adult social care complaints team at the council for the area where you live: Warwickshire County Council, Coventry City Council, Leicestershire County Council, West Northamptonshire Council or North Northamptonshire Council. Each publishes its own complaints procedure and timescales.

Safeguarding concerns

If your concern is about someone's safety rather than the quality of a service, please see our safeguarding page. If someone is in immediate danger, call 999.

Records

We keep a record of every complaint, what we found and what we changed. These records are handled in line with our privacy policy. We keep them only for as long as we need them, and the retention periods in that policy apply here too.