Complaints
Complaints Policy & Procedure
MKA – Complaints Policy &
Procedures
At MKA Care Services, we are committed to
providing a high standard of service, and your feedback isessential in helping us achieve this. We encourage open and
honest communication at any time regarding our services.
Whether it’s a concern, a suggestion, or a complaint, we want
to hear from you. Your feedback, no matter how big or small,
plays a vital role in improving the support we provide.
We have designed several ways to make it easy for you to
reach out, including digital methods for convenience,
accessibility, and confidentiality.
Ways to make complaint
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1. Talk to Us Directly
If you feel comfortable discussing your concerns, we
encourage you to reach out to us for an informal conversation.
Often, an informal discussion can resolve issues quickly and
avoid the need for a formal complaint process. This approach
allows us to address your concerns more effectively and
ensures you feel heard.
● Contact Details:
○ Phone: 07790269852
○ Email: admin@mkacareservices.co.uk
○ Address: 13 Blackburn Row, Nottingham, NG7 1QT
Our team is available during business hours, and we can
arrange a time that suits you best for a private discussion.
2. Digital Complaints Portal
If you prefer a more formal approach or would like to document
your complaint, we offer a dedicated digital complaints portal.
This portal allows you to submit feedback, suggestions, or
complaints easily through our website. You’ll receive a
confirmation email, and a member of our team will respond
within three business days to address your concerns.
● How to Access the Digital Portal:
○ Visit mkacareservices.com
○ Navigate to the “Complaints” section.
○ Complete the online complaint form, providing
details of your concern.
Through this portal, you can track the status of your complaint
and receive updates about its resolution.
Procedure for Handling Complaints
Step 1: Receipt of Complaint
Upon receiving your complaint, whether informally or through
the digital or anonymous methods, we will:
● Acknowledge receipt within one working day.
● Assign your concern to a relevant staff member for
review.
Step 2: Initial Review and Response
The assigned staff member will:
● Review the details of your complaint within three
business days.
● Contact you (if not anonymous) to discuss the matter
and gather any further details needed.
Step 3: Investigation and Resolution
We aim to resolve all complaints as quickly as possible. In
most cases:
● The staff member will investigate the complaint by
consulting relevant records, staff, and any witnesses
(as necessary).
● You will be updated on the progress and likely
timeframe of the resolution.
Step 4: Feedback and Close
Once the complaint has been investigated, we will:
● Provide a formal response, including any actions taken
to address the concern.
● If applicable, we will outline any changes implemented
based on your feedback.
For anonymous feedback, we will publish any general updates
and actions on our website to ensure you know your feedback
is valued.
Support and Guidance for Making a Complaint
If you need assistance in making a complaint, a designated
staff member can help you with the process. Additionally, we
encourage all staff to support young people in expressing
concerns safely and effectively.
Email for Support: admin@mkacareservices.co.uk
Your voice is important to us, and we are committed to
ensuring that all feedback is addressed respectfully and
transparently.