Complaints
We want every person who uses our services and their families to receive the highest standard of care. If something has gone wrong or you are unhappy with any aspect of our service, please tell us. Your feedback helps us improve.
Our promise to you
- We will listen to your complaint with an open mind.
- We will treat you fairly, respectfully and without discrimination.
- Making a complaint will never affect the quality of care you receive.
- We will tell you what we found and what we have done about it.
How to make a complaint
Tell us informally
In many cases, concerns can be resolved quickly by speaking to your care worker or calling our office. If you are comfortable doing so, please try this first. We aim to resolve informal concerns within 2 working days.
Formal complaint
If your concern is not resolved informally, you can make a formal complaint by:
- Email: complaints@3ripple.com
- Post: Complaints, 3ripple Health, 182-184 High Street North, East Ham, London, England, E6 2JA
- By telephone: 07426 712367
- In person: ask any member of our team to record your complaint on your behalf
Please include in your complaint:
- 1Your name and contact details.
- 2The name of the person the complaint relates to (if different).
- 3A clear description of what happened and when.
- 4What outcome you are hoping for.
What happens next
| Stage | What we do | Timescale |
|---|---|---|
| Acknowledgement | We will acknowledge receipt of your formal complaint in writing. | Within 2 working days |
| Investigation | Your complaint is assigned to a senior member of our team who was not involved in the matter. We may contact you to ask for further information. | Within 5 working days of acknowledgement |
| Full response | We will send you a written response setting out our findings, any actions taken and what you can do if you remain dissatisfied. | Within 28 calendar days of receipt |
| Extension | If we need more time (e.g. for a complex investigation), we will write to you to explain why and give a revised date. | No more than 6 months in total |
If you remain unhappy, escalation
If you are not satisfied with our response, or if your complaint concerns a serious safeguarding or regulatory matter, you have the right to refer your complaint to:
Care Inspectorate Wales (CIW)
CIW is the independent regulator for care services in Wales.
- www.careinspectorate.wales
- 0300 7900 126
- ciw@gov.wales
- Care Inspectorate Wales, Welsh Government, Rhydycar Business Park, Merthyr Tydfil CF48 1UZ
Public Services Ombudsman for Wales
If your care is funded by a local authority or NHS, you may also refer to the Ombudsman.
Safeguarding concerns
If your complaint involves a concern about the safety or welfare of a person receiving care, please also see our Safeguarding page for how to report concerns directly to the Local Authority Designated Officer or adult safeguarding team.
Need help making a complaint?
If you would like help or support to make a complaint, you can contact your local Independent Complaints Advocacy service. Details are available from your local authority or from Citizens Advice .
Documents relating to our complaints are available in alternative formats (large print, Easy Read, audio, Welsh). Please contact us to request these.