How to Share Your Concerns and Compliments:
If you have a complaint regarding our services, we encourage you to follow the procedure outlined below to ensure your concerns are addressed promptly and effectively.
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We aim to acknowledge your complaint within 5 working days, and the Registered Manager will then respond to your complaint within 10 working days.
Step One: How to submit a complaint – You can submit your complaint in the following ways:
Write to Us: Please send a detailed account of your complaint, including your contact information and relevant details, to: info@resilicacare.org OR The Old Fire Station Enterprise Centre, Salt Lane, Salisbury. SP1 1DU
Call Us: You can speak to a member of our team directly for immediate assistance by calling 07907156280.
Step Two: To help us address your concerns promptly and thoroughly, please provide as much detail as possible, including:
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Your name and contact details.
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The name of the service or staff member involved (if applicable).
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A clear description of what happened and when.
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Any relevant documents or information.
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What outcome you are hoping for.
Step Three: Transparency about how complaints are handled
What to Expect After You Contact Us:
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Acknowledgement: Upon receiving your complaint, Resilica Care will acknowledge receipt of your complaint within 3 working days. This acknowledgment will confirm that we have received your complaint and outline the next steps in the process.
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Investigation Process
Our management team will investigate your complaint thoroughly. We aim to resolve all complaints within 10 working days. During this time, we may contact you for further information or clarification regarding your concerns.
Step Four: Outcome Communication
Once the investigation is complete, we will communicate the outcome of our findings to you in writing.
Step Five: Further Actions if Unresolved
If you feel that your complaint has not been satisfactorily resolved within 10 working days, you have the right to escalate the matter by contacting:
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https://www.wiltshire.gov.uk/article/5774/Complaint-compliment-and-suggestion-form