Grangemouth Carers

Documents

You can view key documents and policies on this page, including our privacy and complaints policies.

  1. Complaints Procedure
    1. Policy Statement
    2. Procedure
  2. Privacy policy
    1. Who we are
    2. What personal data we collect and why
      1. a) Contact form and email
      2. b) Client information
    3. Social media
    4. Who processes your data
    5. How long we keep your data
    6. Your rights
    7. Cookies
    8. Changes to this policy
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Complaints Procedure

Download a copy in Microsoft Word format here

Policy Statement

A complaint is an expression of dissatisfaction or displeasure, whether justified or not, made about the standard of service received or a lack of action by the Care at Home, service or its staff, affecting a client or a group of clients.

The complaints procedure is specifically designed to verify that correct procedures have been followed in delivering the care and services expected by our Clients and their families.

Many people find it difficult to make a complaint; The Company recognises this and has tried to make the process as easy as possible, for all concerned. The Company will handle all complaints efficiently and effectively thus aiming to ensure that a positive outcome is achieved for all concerned.

Procedure

When a complaint has been received the following procedure must be followed:

  1. When starting to use the Service, all clients and relatives will be made aware of The Company’s Complaints Policy.
  2. The complaints procedure will be available in the Service User’s Handbook.
  3. The Complaints Procedure must be displayed prominently within Care at Home service administration base and provided to potential and current clients.
  4. All complaints must be recorded by the Service, at the time of their receipt regardless of their nature or gravity.
  5. Complaints, in the first instance, should be made to the designated person in charge and recorded in the Complaint’s Folder. The person receiving the complaint will complete the form.
  6. All complaints will be fully investigated.
  7. If the complaint cannot be resolved at that time, it must be given to the Care at Home Manager or, in their absence, the line manager/owner.
  8. Minor complaints, which are those that can be rectified immediately, can be dealt with on an informal basis and verbally. An example of a minor complaint is as follows:
    • Mr/Mrs Simpson stated that their carer was late this morning
  9. The Care at Home Manager or designated person in charge will ensure that Complaint Forms are readily available at all times.
  10. The Care at Home Manager or designated person in charge must be notified of all complaints. If the Manager is unable to come to a satisfactory resolution, the complaint will be referred to the line manager/owner for early action.
  11. The Manager or designated person in charge must ensure that the Complaint Form is fully completed and that it is filed in a Central Complaints’ File.
  12. The Care at Home service will develop a Central Complaints’ File compiled in the following way:
    • It will be divided into months of the year.
    • It will state the date of the complaint, the name of the person making the complaint, the name of the person to whom the complaint was made, the action being taken to address the complaint, the name of the person who is undertaking the complaint investigation process and the outcome of the complaint investigation process.
    • The Central Complaints’ File will be stored in the Manager’s Office.
    • The overall complaints audit for each month will be filed at the front of each month’s complaints.
  13. Complainants may at any stage make their complaint known to the Care Inspectorate.
  14. The address of the Care Inspectorate Local Office will be supplied by the home or obtained by telephoning 01382 207100.
  15. Complainants may contact the Care Inspectorate directly without having made their complaint directly to the Care at Home Service, if they feel that this is appropriate.
  16. The Manager will comply with local agreed protocol on responding to complaints within the timescales given.
  17. The Manager must audit their complaints monthly. This may be viewed by the Care Inspectorate at any time.
  18. The Manager must audit the Complaints File on an annual basis and summarise the complaints made and the action taken in response.
  19. This audit must remain with the Complaints File at all times.
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Privacy policy

Last updated: June 2025.

We respect your privacy and are committed to keeping your personal information safe. This privacy policy explains what data we collect on our website, how we use it, and your rights.

Who we are

We’re Grangemouth Carers Ltd – a registered charity based in Scotland. Our website is here to help you learn more about what we do and get involved. If you have any questions about this policy, please contact us at:

Email: admin@grangemouthcarers.co.uk
Address: Grangemouth Carers Ltd, Unit 11 & 12, Willow House, Newhouse Business Park, Newhouse Rd, Grangemouth, FK3 8LL
Telephone: 01324 666455

What personal data we collect and why

a) Contact form and email

If you contact us through the website or by email, we’ll receive the personal information you provide — usually your name, email address, and your message. We use this to reply to your enquiry.

b) Client information

At our offices in Grangemouth, we store information on our clients and staff to allow us to manage the business. We also need to store information for regulatory purposes as a care provider and charity.

Social media

We use Facebook to share information and promote our work. We do not collect any personal data from you directly through these platforms.

However, please be aware that these social media platforms may collect data about you when you interact with our content or visit their sites.

They have their own privacy policies and terms of service. We recommend reviewing those platforms’ privacy policies if you’re concerned about how your data is used.

Who processes your data

We use a few trusted services to help manage your data:

• WordPress.com (owned by Automattic) hosts our website. Their servers are based in the United States, but they are committed to GDPR compliance.
• Microsoft 365 is used to deliver our office/admin services. Microsoft stores data securely within Microsoft’s cloud services. These services are under contract with us and are required to keep your data safe.

How long we keep your data

We only keep your personal data for as long as we need it. We’ll remove your information unless we have a legal reason to keep it.

Your rights

You have the right to:

• Ask what personal data we hold about you
• Ask us to correct any mistakes
• Ask us to delete your data
• Withdraw consent (for example, to stop receiving emails)
• Make a complaint to the Information Commissioner’s Office (ICO) if you’re unhappy with how we handle your data.

To exercise any of these rights, please email us at admin@grangemouthcarers.co.uk

Cookies

Our website may use basic cookies to help it function properly. We don’t use them to track you or collect personal data. You can manage cookies through your browser settings.

Changes to this policy

We may update this privacy policy from time to time. The latest version will always be posted here.

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