How to complain to Carers Network about the services we provide

Carers Network aims to provide high quality information, advice and support to carers. We also aim to work in partnership with other agencies to better support carers.

We welcome all feedback on our work whether this is to tell us what we are doing well or what we need to do to improve.

There are various ways to provide feedback. If you feel that you would like to make a complaint, we have a Complaints Policy. If you make a complaint about any aspect of our work, this will not in any way impact on your ability to continue using our services.

Complaints Procedure
Download the Carers Network Complaints Procedure

Before making a complaint

It is always worth trying to resolve any issues you have with the member of staff concerned. They may not know that you have a concern unless you tell them. We understand that this may not be easy and you may feel the need to take the matter further.

Stage 1

Talk to the member of staff you are in closest contact with, telling them what your concern is. They will listen and assure you that they will do their best to resolve the issue. If your complaint involves this person you should talk to their manager. Anyone at Carers Network will be able to tell you who this is. The manager will try their best to identify your exact complaint and resolve it with you. They may need to talk to the member of staff concerned before they give you an answer.

Stage 2

If you are not happy with the response to your complaint you can put your complaint in writing. This should be sent to the Chief Executive, who may ask a manager not already involved in the complaint to deal with it. They will need to talk to you and any staff involved in your complaint. They will respond to you in writing within 14 days

Chief Executive
Carers Network
Beethoven Centre
Third Avenue
London
W10 4JL
 

Stage 3

If you are still not happy with the response to your complaint you can appeal directly to the Chief Executive who will respond to you within 14 working days. The Chief Executive will consult with a member of the board of trustees before responding to you. Their response will be final.

What if my complaint concerns a manager?

In this case, if you are not happy with the response from the manager themselves or you do not feel able to talk to them, you should make your complaint directly to the Chief executive. You can do this in writing or verbally. In any case it will be considered as a Stage 2 complaint.

What if my complaint concerns the Chief Executive?

In this case you should complain in writing to the Chair of Trustees. The Chair will decide whether to involve one other member of the trustees or refer to the whole board. There is no appeal against a decision of the whole board of trustees.

Help with making a complaint

You are welcome to have someone of your choice with you at any stage of these proceedings. Carers Network will provide an independent interpreter if needed.

While Carers Network welcomes all feedback on its work and aims to respond to all complaints sensitively and fairly, we reserve the right to decide whether a complaint is serious enough or well founded enough to justify progressing it to the level of the Chief Executive or the Board of Trustees.

How to complain about statutory services

Carers Network can help you find a service, find advocacy support to access a service and act on your experience of a service.  However, if you have had a negative experience with a statutory service such as the council of NHS, you should raise a complaint with the service first.  Please click on the relevant link below:

How to complain to the NHS

How to complain about adult social care services in Westminster

How to complain about children’s services in Westminster

How to complain about adult social care in Hammersmith & Fulham

How to complain about children’s services in Hammersmith & Fulham

How to access independent advocacy support to help you complain

If you are dissatisfied with your experience of Carers Network, please do send your comments and complaints to us: info@carers-network.org.uk