Complaints Policy

1. How to complain

Email hello@careshieldcompliance.co.uk for anything about the Service, or hello@careshieldcompliance.co.uk for anything about personal data. Write "Complaint" in the subject. Or write to us at Devonshire House, One Mayfair Place, London, England, W1J 8AJ.

Tell us what happened, when, and what you would like us to do. If you need to complain in another format — by telephone, in large print, through a representative — say so and we will arrange it.

2. What we will do

1. 1.Acknowledge within 5 working days, and in any event within 30 days.
2. 2.Tell you who is handling it.
3. 3.Investigate, and give you a substantive response within 20 working days. If it will take longer we will tell you why and give a new date.
4. 4.Tell you the outcome, our reasons, and what we have changed.
5. 5.Keep a record so we can see patterns rather than treating each one as isolated.

3. If you are not satisfied

Ask for it to be reviewed by the director. If it concerns personal data you may complain to the Information Commissioner's Office at ico.org.uk or 0303 123 1113, whether or not you have come to us first.

4. Complaints about a care provider

If you are a resident, relative or member of staff and your complaint is about the care provided by an organisation that uses Care Shield, we are not the right people. We supply software to them; we have no part in their care decisions and no authority over them. Complain to the provider, and then to your local authority or the relevant regulator — CQC, the Care Inspectorate, CIW or RQIA. We will say so and point you in the right direction rather than leave you waiting.