We want everyone we support, and their families, to be happy with our care. If something is not right, please tell us. Raising a concern will never affect the care you or your family member receives.
Compliments and suggestions
We love to hear what is going well and how we could do better. Share feedback by phone, email or through our contact page.
If you have a safeguarding concern
If you think someone is at risk of harm, call us straight away on 02475 263024. You can also contact Warwickshire County Council adult social care To be confirmed: council phone number. In an emergency, call 999.
How to make a complaint
You can complain:
- by phone: 02475 263024
- by email: To be confirmed: complaints email
- in writing: Complaints, Angel & Star Care Services, Unit 1, The Courtyard, 17 Bond Street, Nuneaton, Warwickshire, CV11 4BX
- in person: to any member of our team, who will pass it on
You can complain on behalf of someone else with their permission, or as their representative. If you need help to make a complaint, we can help, or an independent advocate can support you.
What happens next
| Step | What we do | When |
|---|---|---|
| 1. Acknowledge | We confirm we have received your complaint | Within To be confirmed: number of working days |
| 2. Investigate | A manager looks into what happened and may contact you | To be confirmed: investigation timescale |
| 3. Respond | We write to you with what we found and what we will do | Within To be confirmed: number of working days, or we will tell you if it will take longer |
If you are not satisfied
Local Government and Social Care Ombudsman (LGSCO)
If you are not happy with our final response, you can ask the LGSCO to look at your complaint. This applies whether your care is paid for by the council or privately. The Ombudsman is free and independent. Visit lgo.org.uk (opens in a new tab) or call 0300 061 0614.
Council or NHS funded care
If your care is arranged or funded by Warwickshire County Council, you can also complain to the council. If your care is funded by the NHS, you may be able to complain to the NHS body that funds it, and then to the Parliamentary and Health Service Ombudsman.
Care Quality Commission (CQC)
The CQC regulates our services. It cannot investigate individual complaints, but it wants to hear about your experience of care, as this helps with its inspections. Share your experience at cqc.org.uk (opens in a new tab) or call 03000 616161.
Learning from complaints
We record every complaint, look for patterns and use what we learn to improve our care.