Complaints

At Dream Team Care Ltd, we want everyone receiving our care to feel comfortable speaking to us if something is not right.

We welcome complaints, concerns and feedback and use them to improve the quality of our service.

 

How to Make a Complaint

You can raise a complaint verbally, by telephone, email or in writing.

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Dream Team Care Ltd
Office 208, Second Floor
Jolyon House
Amberley Way
Hounslow
TW4 6BH

Telephone: 07868 696271
Email: info@dreamteamcare.com

You can also speak directly to a member of our team.

 

What Happens Next?

Formal complaints will be acknowledged within 3 working days.

We will look into your concerns fairly and carefully, review the relevant information and speak with those involved where appropriate.

We aim to provide a full response within 28 days. If more time is required, we will keep you informed.

Complaints About the Registered Manager

If your complaint concerns Sahra Sahibi, Registered Manager, it can be referred for independent review so that the complaint is considered impartially.

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Safeguarding Concerns

If a complaint raises concerns about abuse, neglect or someone's safety, we will act promptly and follow our safeguarding procedures.

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If you are not satisfied with our response, we will explain the appropriate external route available to you, including the relevant local authority or Ombudsman where applicable.

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You can also share concerns about a regulated care service with the Care Quality Commission (CQC).

Learning From Complaints

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We record and review complaints to identify learning, make improvements and reduce the risk of similar concerns happening again.

You will never be treated unfairly for raising a complaint or concern about your care.